People Manager - Operations - eCommerce - IIM/ISB/XLRI/XIMB

People Manager(Operations) - Ecommerce (IIMs/ ISB/ XLRI/ XIMBs preferred)

Role Brief :

To Manage overall operations and responsible for the effective and successful management of people, productivity and process improvement along with system implementations :

1. People Management:

- Responsible for managing a team of associates and section managers for the overall direction, performance management, coordination, growth, and evaluation of the team.

- Assist in developing and implementing training programs to improve the quality and productivity of the team.

- Develop and achieve performance goals and objectives in line with the business goals.

2. Process Management

- Identify root cause for customer-impacting issues and implement solutions for process improvements to increase overall customer satisfaction rate.

- Responsible for accurate and professional customer service to all customers via live chat, phone, and e-mail.

3. Should have proven experience in process innovation to bring continuous improvement to the operations, driving efficiencies and reduce revenue leakage.

4. Design, implement and monitor all aspects of processes, performance, and KPIs.

5. Workflow planning and capacity planning.

6. Forecasting and performance management.

7. Operations and operational efficiency management.

Candidates from IIMs/ ISB/ XLRI/ XIMBs or from top Tier 1 colleges will be preferred