About The Role

We are seeking a highly motivated and results-oriented Manager - Business Operations to lead and manage a team responsible for handling client escalations.

In this role, you will play a critical role in ensuring smooth and efficient operations, maintaining high client satisfaction, and driving continuous improvement within the team.

Key Responsibilities

Team Leadership:

• Lead and manage a team of FTEs responsible for handling client escalations.
• Provide guidance, mentorship, and support to team members.
• Monitor team performance and identify areas for improvement.
• Conduct regular performance reviews and provide constructive feedback.
  
  

Client Relations

• Manage client relationships and ensure all escalations are handled promptly and effectively.
• Maintain high client satisfaction levels by addressing client concerns and resolving issues efficiently.
• Proactively identify and address potential client concerns.
  
  

Operational Excellence

• Oversee day-to-day operations to ensure efficiency, effectiveness, and adherence to established processes.
• Identify and implement process improvements to enhance team productivity and streamline operations.
• Develop and maintain key performance indicators (KPIs) to measure and track team performance.
  
  

Data Analysis & Reporting

• Generate regular reports on team performance, key metrics, and operational efficiency.
• Analyze data to identify trends and make data-driven decisions.
• Utilize data to identify areas for improvement and optimize operational processes.
  
  

Strategic Planning

• Proactively suggest strategies based on client queries and feedback to improve their overall experience.
• Collaborate with cross-functional teams to ensure smooth and efficient Bachelor's/Master's degree in Business Administration, Management, or a related field.
• Minimum of 1 year of experience in managing a team of 5+ FTEs, preferably in a role involving Sales, Support, or Operations teams.
• Strong leadership skills with the ability to inspire and motivate a diverse team.
• Excellent communication and interpersonal skills, both written and verbal.
• Proven track record of driving operational excellence and process improvements.
• Analytical mindset with the ability to use data to make informed decisions.
• Strong problem-solving and decision-making skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience with CRM software (e.g, Salesforce) is a plus
  
  

(ref:iimjobs.com)