Operations Manager - eCommerce

Function: Operations for eCommerce vertical for US/UK based clients

Role Summary: To ensure the effective and efficient management of all aspects of service delivery, and improve outcomes for clients

Key Responsibility:

1.Client Deliverables and SLA Management:

- Ensure fulfillment of client deliverables as per client SLAs

- Setting up and implementing quality standards for various operational areas

- Conduct regular quality audits and reviews ensuring a high quality customer experience

2.Resource Management:

- Implementing strategies for building team effectiveness by promoting a spirit of co-operation between team members; monitoring performance and and providing feedback on areas of improvement to

- Manage team's performance, roster and leave management, performance planning and appraisals

3.Training, Mentoring and Up-skilling resources:

- Determining training needs of employees and conducting suitable training programs to to enhance their operational efficiency leading to increased productivity,

- Instill a culture of continuous learning within the team

4.Process enhancement/efficiency increase/automation

- Work continuously towards enhancing existing process thereby increasing efficiencies

- Give regular recommendations to Project Manager on ways to automate process

Personal attributes / skills:

a) Excellent written and verbal communication

b) Team handling experience mandatory

c) Flexibility to work in extended shifts (as per business/client needs)

d) Proficiency in MS Excel will be added advantage

Location: Andheri, Mumbai

Compensation: Market competitive

Qualification: BE/BTech. (Preferred), MBA qualification will be added advantage