Position type: On Company Payroll ( Immediate Joiner Preferred* )
Minimum experience: 10-15 years
Education: Bachelor Degree (BE/B.Tech)MBA Degree from Tier-1 College (Preferable)
Key Skills: Managing Operations, Marketing Operations, Settlement, Account maintenance etc. Process development/creation of SOP, drive Quality initiatives, Customer experience and Stakeholder management
Efficiently manage all operations activities like payments, Marketing operations), settlement, account maintenance etc.
Understand the technical, commercial terms and conditions and the operational scope of work with vendors and service providers and ensure that the services are delivered to consumers in line with the contractual commitments and within budgets.
Chalk out or improve operational systems, processes and best practices that guarantee organizational well-being.
Manage Customer experience and quality framework of operation for qualitative delivery.
Manage and motivate teams for effective performance management.
Stakeholder management for smooth delivery of programs and products. Comply with regulatory and audit guidelines.
Managing outsourced agencies and ensuring that they deliver on agreed SLA’s and quality expectations. Identify gaps and continuously interact with vendors to improve overall delivery standards.
Coordinate with vendors, customers and internal teams to ensure timely settlements and excellent customer relations and minimize escalations.
Monitor real time service levels and schedule adherence of vendors and operating staff and define the mechanism for tracking of the same.
Perform ad-hoc analysis and reports based on business needs.
Point of contact for escalated tickets which require resolution of a supervisory nature or complex problems.
Lead cross functional teams using strong planning and organizational skills.
Recruit, train, appraise and supervise the team members on Quality policies, procedures and KRAs