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Operations Manager

10.00 to 15.00 Years   Gurugram   05 Jul, 2023
GlobalLogic Technologies Pvt Ltd
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    Description:For Customer/Tech Support projects Requirements 10+ years of experience, majorly in leading support operationsStrong understanding of customer support metrics, customer retention & customer experience strategies Proven record of success in operations management, operational enhancements and change Project Management ExperienceWorked as Manager Operations to plan and execute international technical/customer support projects, ensure that teams have appropriate direction and resources to deliver services effectively by establishing realistic estimates for timelines and while ensuring that projects remain on target to meet deadlines Accountable for Governance,Service delivery, Client management, Program Management, Innovation, Financials & SLA management for the account assignedDemonstrable experience working with stakeholders/clients for understanding the requirements and align the overall vision and strategy to achieve the required results Provide leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career developmentExpertise in account and resource management handling large scale engagementsInterpersonal skills: Self-motivated, agile, team player, action and results oriented Well organized, excellent communication and reporting skills Ability to successfully work under tight project deadlinesDemonstrate emotional intelligence, adaptability & growth mindset Preferences Customer Support, Program Management,Customer Relationship Management, Process Management, Negotiation,Market analysis, Identification of business needs,, Job Responsibilities: Job Responsibilities Job Responsibilities Lead Customer Services Teams and be accountable for delivery strategy, client & internal SLAs As a Manager, you will work with support leadership to design strategies and processes to provide an efficient and high-quality support experience to our customers. You will work closely with Support leadership and cross-functional teams to launch new capabilities, refine our existing operating procedures and drive high impact initiativesDevelop and grow a team of Leads, SMEs, Support Engineers to deliver world class customer service Direct, Define team and individual goals in alignment with Global Support objectives Drive end-end Governance internally and in expectation with client Set reasonable goals for customer/technical support projects and manage the same with team on a consistent basis Interact with client stakeholders on daily, weekly, monthly, quarterly basis and as appropriate , respond to their questions and guide them to the appropriate service Create and implement an effective customer loyalty program Handle large scale operations located at multiple locations Closely work with multiple stakeholders to formulate operational and strategic roadmap for the multiple projects Proactively address the operational issues impacting the business and find long term solutions Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership, as well as serving as an outstanding role model. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future leaders including succession planning. Achieve operational excellence and drive process improvements working closely with the operations teams. Implementing new technologies Providing guidance for problems and questions

Keyskills :
customer relationsmarketingit supportdeliverysalesmanagementsla management

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