About the Job

As an Assistant Manager - Operations (Customer Service), you will be responsible for overseeing customer service operations, ensuring high-quality service delivery, and maintaining employee satisfaction. This role involves managing a team, driving process improvements, and collaborating with internal and external stakeholders to enhance customer experience. The ideal candidate should have strong leadership skills, problem-solving abilities, and experience in customer service management.

Roles and Responsibilities:

• Manage operations seamlessly, ensuring timely SLA delivery and high levels of employee and customer satisfaction.

• Establish and maintain client relationships to drive engagement and operational efficiency.

• Oversee team performance by setting goals, optimizing resources, and ensuring effective execution of strategies.

• Monitor staff schedules, attendance, and productivity to ensure smooth operations.

• Conduct weekly and monthly client meetings to assess expectations and provide updates.

• Ensure closure of audit-related issues and compliance with operational standards.

• Identify and implement continuous process improvements to enhance efficiency.

• Coach and mentor Team Leads for better team management and employee engagement.

• Address and resolve internal customer queries in a timely manner.

• Act as the primary point of contact for business-specific challenges and solutions.

• Take on special projects as per business requirements.

ISMS Responsibilities:

• Follow the instructions of Function Heads, operate systems on behalf of Function Heads,



and serve users authorized by Function Heads;

• Provide technical consulting assistance to Function Heads so that information systems can be built and run to best meet business objective;

• Ensure the safeguarding of information in their possession;

• Accepts responsibilities for the operation and protection of information assets; and

• Perform the work as delegated by the by the Function Head

Desires Skills and Experience:

• Team Management: Conduct meetings, performance reviews, and ensure employees meet performance targets.

• Employee Development: Hiring, coaching, and mentoring team members for success.

• Customer Service Expertise: Proven track record in managing customer service teams and operations.

• Performance Monitoring: Ability to calibrate employee performance, provide coaching, and ensure alignment with business objectives.

• Issue Resolution: Ability to identify and resolve performance-related challenges.

• Action-oriented, high integrity, and perseverance.

• Strong leadership and problem-solving skills.

• Ability to drive results and manage performance under pressure.

• Excellent verbal and written communication skills.

• Robust external and management reporting capabilities.

What do we offer?

• Opportunity to earn good incentives

• Endless growth opportunity

• GMC Group Medical Coverage

• Group Personal Accident Insurance

• Gratuity

• Wellness Programs

• Give back to society through CSR

• Continuous talent enhancement program

• Childcare facility

• Tax Saving flexi benefits

📌 Assistant Operations Manager (Kochi)
🏢 PolicyBazaar
📍 Kochi