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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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 setting.
• Experience in leading large teams and managing cross-functional operations.
• Strong analytical and problem-solving skills.
• Excellent leadership and communication skills.
• Strong 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.