Senior Group Manager - Operations
Senior Group Manager - Operations
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Job Description
Job Overview:The Operations Manager will oversee and develop a team of customer service specialists optimizing processes and systems to ensure high performance customer satisfaction and operational efficiency. Youll work closely with clients internal teams and leadership to drive business Responsibilities: Team Leadership & Development: Lead and motivate a large team to meet performance goals such as service levels productivity CSAT and error rates. Provide coaching and career development opportunities. Performance Management: Monitor and drive KPIs implementing corrective actions when necessary to ensure top-tier service delivery. Client Communication & Business Reviews: Communicate proactively with clients preparing and presenting business reviews and performance updates. Process Optimization & Scaling: Partner with cross-functional teams to implement scalable processes and systems that support growth. Support & Escalation Management: Provide support to the team in handling escalated issues and customer inquiries.
Qualifications :
Qualifications & Skills: Educational Background: MBA in Operations Analytics or related field from a Tier 1 Business School. Experience: 4 years in operations management or customer service preferably in a fintech or tech-driven environment. Skills: Strong leadership analytical and problem-solving skills. Proficiency in performance metrics process optimization and client communications.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
