About the Role
We are seeking a highly motivated and customer-focused Senior Operations Executive to support our US and UK business operations. The ideal candidate will possess strong communication skills, experience handling international clients, and the ability to work independently in a fast-paced environment. A technical background along with Microsoft Fundamentals certifications will be a strong advantage. The role requires managing client interactions, coordinating operational activities, resolving issues proactively, and ensuring high service quality standards for global customers.
Key Responsibilities : Client & Stakeholder Management
- Serve as the primary point of contact for US and UK-based clients.
- Manage client communications through email, phone, and virtual meetings.
- Build and maintain strong client relationships by delivering exceptional service.
- Understand client requirements and ensure timely resolution of queries and concerns.
- Escalate critical issues appropriately and drive them to closure.
Operations Management
- Execute daily operational activities while adhering to defined SLAs and KPIs.
- Monitor process performance and identify opportunities for efficiency improvements.
- Ensure accuracy, quality, and compliance in all operational transactions.
- Coordinate with internal teams including Sales, Technical Support, Customer Success, and Delivery teams.
- Prepare operational reports, dashboards, and client updates.
Process Improvement
- Identify operational bottlenecks and recommend process enhancements.
- Participate in automation and optimization initiatives.
- Support implementation of new processes, tools, and workflows.
- Contribute to continuous improvement programs and operational excellence initiatives.
Technical & Product Support
- Demonstrate basic understanding of Microsoft Cloud technologies and business applications.
- Assist customers with product-related queries and coordinate with technical teams when required.
- Maintain knowledge of Microsoft ecosystem offerings relevant to customer engagements.
- Support onboarding and adoption activities for clients.
Documentation & Compliance
- Maintain accurate records of client interactions and operational activities.
- Create and update SOPs, process documentation, and knowledge repositories.
- Ensure adherence to organizational policies, quality standards, and data security guidelines.
Required Skills & QualificationsExperience
- 3–5 years of experience in Operations, Customer Success, Client Management, International Process, or Business Operations.
- Experience handling US and/or UK clients is highly preferred.
- Exposure to B2B customer interactions and stakeholder management.
Communication Skills
- Excellent verbal and written English communication.
- Strong business email writing and presentation skills.
- Ability to communicate effectively with global stakeholders.
Technical Skills
- Basic understanding of Cloud Computing, SaaS, and Business Applications.
- Familiarity with CRM, ticketing, and workflow management tools.
- Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook, Word).
Certifications (Preferred)
- Microsoft AZ-900 (Azure Fundamentals)
- Microsoft MS-900 (Microsoft 365 Fundamentals)
- Microsoft MB-900 (Dynamics 365 Fundamentals)
Candidates holding any of the above certifications will be given preference.Behavioral Competencies
- Self-starter with strong ownership mindset.
- Excellent problem-solving and analytical skills.
- Ability to work independently with minimal supervision.
- Strong attention to detail and process orientation.
- Adaptability to changing business requirements.
- Ability to thrive in a night-shift environment supporting global customers.
Preferred Candidate Profile
- Technical or IT background preferred.
- Experience in international operations or customer-facing roles.
- Strong client management and relationship-building skills.
- Comfortable working with cross-functional teams.
- Demonstrated ability to manage multiple priorities simultaneously.
Key Performance Indicators (KPIs)
- SLA adherence and service quality metrics.
- Client satisfaction (CSAT) scores.
- Resolution turnaround time.
- Process accuracy and compliance.
- Stakeholder feedback.
- Productivity and operational efficiency metrics.
Why Join Us?
- Opportunity to work with global US and UK clients.
- Exposure to Microsoft Cloud and Business Solutions ecosystem.
- Career growth in international operations and client management.
- Collaborative and high-performance work environment.
- Learning and certification-driven culture.
Pay: ₹25,000.00 - ₹40,000.00 per month
Benefits:
Work Location: In person
