Job Description

Operational Management:

• Oversee daily operations and ensure that all processes and services are delivered efficiently and meet client requirements.

• Monitor performance metrics and implement strategies to improve productivity, quality, and client satisfaction

.• Ensure adherence to established policies, procedures, and service level agreements (SLAs).

• Responsible for ensuring financial metrics are met month on month

Team Leadership and Development:

• Lead, mentor, and develop team leaders and staff, fostering a positive and collaborative work environment.

• Conduct regular performance reviews, provide feedback, and create development plans for team members.

Client Relationship Management:

• Serve as the primary point of contact for clients, addressing any issues or concerns promptly and professionally.

• Build and maintain strong client relationships to ensure long-term satisfaction and retention

.• Regularly communicate with clients to provide updates on performance and discuss potential improvements.

Strategic Planning and Execution:

• Develop and implement operational strategies to achieve business goals and drive continuous improvement.

• Collaborate with senior management to set objectives and develop plans to achieve them.

• Identify opportunities for process optimization and cost savings.

Compliance and Risk Management:

• Ensure compliance with all regulatory requirements and internal policies.

• Identify and mitigate operational risks to protect the company and clients.

• Conduct regular audits and implement corrective actions as needed.

Reporting and Analytics:

• Prepare and present regular reports on operational performance, client satisfaction, and financial status

.• Utilize data and analytics to identify trends, make informed decisions, and drive improvements.

• Travel domain knowledge required

• Understanding financials ( Budgeting, Operating Margins delivery, etc )

• Good with MS office

• Client management

• Delivery of Service levels