Operational Lead

Job Overview

We are seeking an exceptional Operational Lead to oversee a team of 200 professionals, driving customer service excellence and operational efficiency.

Key Responsibilities

• Lead, motivate, and inspire your team to create a positive work environment and foster individual growth and development.\
• Establish clear performance expectations, provide regular feedback, conduct performance evaluations, and implement recognition and corrective measures as needed.\
• Ensure effective resource planning, staffing, and allocation to meet client needs and operational demands.\
• Promote a culture of continuous learning, knowledge sharing, and team collaboration.\
• Develop and execute strategies, policies, and procedures to enhance operational efficiency and uphold quality standards, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs).\
• Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to boost productivity and customer satisfaction.\
• Conduct regular performance reviews, assess team performance, identify areas for improvement, and implement corrective action plans.\
• Address operational challenges proactively, manage customer escalations, and ensure timely and effective issue resolution.\
• Work closely with clients to understand their requirements, objectives, and expectations, ensuring service delivery aligns with client needs.\
• Maintain regular communication with clients, providing updates, addressing concerns, and building strong, long-term relationships.\
• Identify opportunities for process improvement and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.\
• Foster a culture of innovation, encouraging team members to propose and implement new ideas, tools, and technologies to optimize operations and improve customer experiences.\
• Stay informed about industry trends, emerging technologies, and competitive dynamics to identify opportunities for operational advancements and business growth.\
• Manage the benefits package, including permanent position, rotational off days, EOBI, medical life insurance, annual leave, casual leave, sick leave, and Provident Fund.\
• Promote a culture of transparency, accountability, and open communication within the team and across departments.\
• Collaborate with cross-functional teams to drive business growth, improve operational efficiency, and enhance customer experience.\

What We Offer

• Permanent position\
• Rotational off days\
• EOBI\
• Medical life insurance (IPD + OPD)\
• Annual, casual, and sick leave\
• Provident Fund\
• Annual increment and performance-based bonus\

Requirements

• Proven experience in leading high-performing teams and driving customer service excellence.\
• Strong leadership skills, with the ability to motivate and inspire team members.\
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members.\
• Ability to analyze complex problems, identify trends, and develop effective solutions.\
• Strong understanding of industry trends, emerging technologies, and competitive dynamics.\
• Ability to stay up-to-date with changing regulations and industry standards.\
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.\
• Ability to work effectively in a fast-paced environment, prioritizing multiple tasks and deadlines.\
• Strong attention to detail, with the ability to maintain accuracy and precision in all aspects of work.\
• Ability to adapt quickly to changing circumstances and priorities.\

Why Apply?

This is an excellent opportunity to join a dynamic organization and contribute to driving customer service excellence and operational efficiency. If you are a motivated and results-driven leader, we encourage you to apply.