Role & Responsibilities:

- Lead and manage day-to-day business operations, ensuring smooth coordination across departments and timely execution of priorities.
- Develop, implement and monitor SOPs, KPIs, SLAs and operational processes to improve efficiency, service quality and accountability.
- Build and maintain robust client/customer relationships, resolve escalations, improve satisfaction and support retention and business growth.
- Lead, mentor and review team performance; allocate responsibilities, monitor productivity and ensure service standards are met.
- Prepare and present MIS reports, operational dashboards and performance updates to management; identify bottlenecks and drive corrective actions.
- Coordinate with internal teams, vendors, partners and key stakeholders to ensure timely delivery and effective issue resolution.
- Support budgeting, cost control, resource planning and process optimization while ensuring compliance with company policies.
- Identify opportunities for automation, workflow improvement and continuous operational improvement.

Preferred Candidate Profile:

- Minimum 5 years of relevant experience in operations and/or relationship management,



including experience handling teams and customers.
- Strong leadership, communication, negotiation, problem-solving and stakeholder-management skills with a customer-focused approach.
- Proficiency in MS Excel/Google Sheets, MIS reporting and CRM tools; ability to analyse performance data and take timely decisions.
- Highly organised, accountable and capable of managing multiple priorities in a fast-paced environment.
- Candidates with experience in a service-oriented or customer-facing business environment will be preferred.

Key Skills Operations Management, Client Relationship Management, Team Leadership, CRM, Process Improvement, MIS Reporting, Stakeholder Management, Negotiation, Problem Solving, MS Excel

Department & Role Category

Operations / Customer Relationship Management

Job Location (maximum 3)

Panampilly Nagar, Kochi, Ernakulam, Kerala

Include candidates willing to relocate

Educational Qualification

Bachelor's degree in Business Administration, Management, Commerce, Operations, Marketing or related field; MBA/PGDM preferred

📌 Operations Head & Relationship Manager (Ernakulam)
🏢 Genesis Diamonds
📍 Ernakulam