Key Responsibility:
Operational Leadership:
Lead and manage end-to-end operations for e-commerce clients.
Oversee performance across multiple teams including customer service, seller support, back-office processing, and logistics coordination.
Ensure timely and effective delivery of SLAs, KPIs, and contractual obligations.
Client Relationship Management:
Act as the key point of contact for e-commerce clients.
Manage regular business reviews, ensure high client satisfaction, and proactively address escalations and concerns.
Team Management:
Lead a team of managers, team leaders, and associates across different shifts.
Mentor, develop, and motivate teams to deliver high performance and maintain low attrition.
Process Improvement & Quality:
Identify prospects for process optimization and automation.
Drive continuous improvement initiatives using methodologies such as Lean, Six Sigma, etc.
Ensure compliance with quality and information security standards.