Udaan - Manager - Service Operations

Job Purpose:

- Identifying performance barriers and coordinating improvements to enhance our service

- Working closely with operational centres, providing coaching and support to increase service and knowledge

- Keeping accurate records of day to day operations, logging incidents and identifying trends

- Reviewing manual or ineffective processes which could be automated or enhanced

- Maintaining a focus on improving our customer service and experiences

- Implementing Process Excellence Practices:

- Actively participate in initiatives to improve customer service, processes and procedures

- Make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes

Customer Experience:

- Convey information in a simple and understandable way

- Work with contact centre operations and improve performance metrics

- Communicates effectively with customers and resolves customer concerns.

Knowledge Management:

- Ensure appropriate operational service documentation is created and recorded

- Enable knowledge about systems and services is collected and distributed to enable effective support

Incident Management:

- Ensure appropriate operational service documentation is created

- Handle the life-cycle of incidents and minimize their adverse impact on business operations

- Ensure that incidents are followed up and solved appropriately

People Management:

- Oversees the scheduling and assignment of jobs to employees in the Service Department according to their skills and knowledge

- Oversees service operations for the location to ensure internal and external customer satisfaction.

- Attracts, retains, and effectively engages department personnel

- Manage the pooled manpower on shift basis and ensure service availability of services on 12x7x365 basis to ensure no impact on business operations

Skills & Knowledge:

- Ability to build trust, collaborate with and influence partners, Ability to take care of uncertainty and to achieve end goals.

- Understanding of BCP, Ability to think strategically and ability to develop/ execute service operations strategy., Innovative attitude to look for opportunities for automation and process improvement.

Educational qualifications: Industrial / Mechanical / Chemical Engineering from Tier1/Tier2 colleges