Senior Manager - Operations - Customer Care/Client Services

Position Title - Senior Manager- Operations (Customer Care/Client Services)

Location (city) -Bangalore

Exp Min 12+ years experience

Operational Excellence -

Manages the overall operations of the team to drive productivity and effectiveness of customer/client support and services, resulting in high levels of customer satisfaction.

Manages customer escalations to ensure an overall successful outcome, including owning the communication between the customer and internal departments.

Ensures that there is accurate and timely communication with management and stakeholders on escalations and supporting KPIs.

Manages prioritization and resource scheduling to achieve business continuity

Manages a team of up to 350 headcount consisting of team Lead, supervisors, Senior advisors and associates