
Senior Client Services Manager
3 days ago
This position is responsible for managing client services operations efficiently and effectively to achieve total customer satisfaction.
- The Service Operations Manager will oversee the management and supervision of staff through team leads, ensuring efficient resource allocation and timely problem resolution.
- Key performance metrics such as daily complaints resolution time will be regularly reviewed, with corrective actions taken to maintain and improve internal performance benchmarks.
- The Service Operations Manager will ensure regular interaction and communication with both internal and external clients, striving to provide services that exceed expectations.
- Adherence to the desired service level as per SLA will be ensured, with preventive maintenance planning and scheduling coordinated with Clients.
- MIS reports will be submitted to management in a timely manner, providing visibility and aiding decision-making.
- Building relationships and rapport with customers will be actively pursued, while encouraging a healthy team environment and maintaining a high-energy work culture.
- Required Competencies:
- A Master's degree in Business Administration or related field is required, with additional qualifications such as BE Electrical/Electronics regarded as an advantage.
- 3-4 years of experience in Operations Management is necessary, with proven expertise in planning, organizing, leading, executing, controlling, and improving operations.
- Strong customer orientation, analytical and problem-solving skills, and good communication skills (both oral and written English) are essential.
- Excellent interpersonal and team-building skills, along with the ability to build relationships and rapport, are also crucial.
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