Operations & Client Relationship Head
Location: Noida
Budget : up to 50 LPA+
Experience Required: Minimum 10 Years
Job DescriptionService Delivery
- Ensure Service Level Agreements (SLAs) for the processes are met as agreed upon with the client.
- Identify causes for non-achievement of SLAs, develop action plans, implement changes and review.
- Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures.
Client Quality Management
- Ensure high level of interaction and integration with client to drive business for the entity as a whole.
- Amendments of SOP/SOW to ensure quality adherence and operate on a zero-defect error.
Deliverables
- Review and analyse performance reports against targets on a weekly/monthly basis with the HOD and various Team Managers and with client.
- Investigate causes for performance deviations (if any) and identify areas of improvement.
Compliance and Governance
- Monitor compliance adherence through timely audits and generating awareness on the floor.
- Ensure adherence to Information Security Policies and procedures of the Company and Customers.
Communication
- Share internal satisfaction survey reports with Managers and drive action planning to improve internal customer satisfaction.
- Conduct regular meetings to ensure open communication and address issues / concerns raised by the team.
- Maintain strong client engagement to support business growth for the organization.
Business & Strategy
- Strategize and implement plans based on process performance, business targets, process management, training requirements, and operations planning.
Requirement
- Soft spoken, firm in approach with strong leadership qualities.
- Excellent verbal and written communication skills with ability to interact effectively with internal and external stakeholders.
- Ability to work under pressure and meet deadlines while maintaining a positive attitude and service excellence.
- Strong listening skills and problem-solving ability.
- Excellent proficiency in MS Office (Word, Excel, Outlook).
- Fast-paced decision maker with strong execution capability.
- Hands-on leadership approach with ability to manage high-pressure environments effectively.
Education
- B.Tech / Graduate / Post Graduate from a reputed institute with excellent academic record.
Industry Preferred
- BGV Industry
- ITES Service Delivery (Technical Background)
- Fintech
- BPO
Experience:
- Operations management: 10 years (Preferred)
Work Location: In person
