The role will be responsible for overseeing daily service operations, team productivity, service quality, customer escalations, process improvements and operational reporting. The candidate should be a strategic leader with strong people management, problem-solving and stakeholder management skills.
Key Responsibilities
1. Strategic Leadership
- Define and execute operational strategies aligned with business goals.
- Collaborate with leadership to drive growth, efficiency and scalability.
• Establish KPIs and performance benchmarks across service operations.
- Operations Management
- Oversee daily operations of the service team to ensure productivity and service excellence.
- Set up and maintain a service desk and evaluate its efficiency.
- Develop and implement efficient processes, systems and service standards.
- Drive continuous improvement initiatives to enhance operational efficiency.
- Monitor ongoing projects and manage service team members to achieve team objectives and sales goals.
- Handle customer concerns quickly and professionally.
• Ensure all escalations are addressed and resolved effectively.
- Service Excellence & Customer Experience
- Ensure timely resolution of customer issues and escalations.
- Monitor service quality and implement improvements to enhance client satisfaction.
- Analyse recurring issues and implement preventive measures.
• Develop proactive service models to improve customer retention.
- Team Leadership & Development
- Lead, mentor and develop high-performing service teams.
- Drive team engagement, accountability and problem-solving.
- Conduct regular performance reviews and training initiatives.
- Mentor and motivate teams to achieve productivity and engagement.
- Apply strong people management and creative problem-solving skills.
• Leverage strong industry knowledge to improve service operations.
- Performance Monitoring & Reporting
- Track operational metrics, productivity and service efficiency.
- Prepare and present reports with actionable insights.
• Monitor team performance against defined KPIs and business objectives.
- Process, Compliance & Risk Management
- Ensure adherence to industry regulations and company policies.
- Identify operational risks and implement mitigation strategies.
- Drive process transformation and operational excellence initiatives.
• Develop proactive processes to reduce escalations and improve retention.
- Stakeholder Management
- Collaborate with internal teams including Sales, Finance, HR and IT.
- Maintain strong relationships with vendors and clients.
• Drive effective cross-functional coordination.
Requirements &
Skills:
- 8+ years of relevant experience in Operations / Service Operations.
- Proven experience as Head of Operations, Operations Director, Senior Operations Manager or similar role.
- Strong understanding of operations and process optimization.
- Strong track record of scaling operations in a service-driven environment.
- Experience in leading large teams and managing cross-functional operations.
- Strong analytical and problem-solving skills.
- Excellent leadership and communication skills.
- Robust stakeholder and people management abilities.
- Experience in process transformation and operational excellence initiatives.
- High business acumen with an understanding of financial and commercial drivers.
- Strong creative thinking and problem-solving abilities.
• Strong industry knowledge.
Education: MBA or equivalent degree in Business Administration or a related field is preferred.