Operations Manager

2 weeks ago

Noida, India BirchStreet Systems Full time

Key Responsibilities:

 

1.      Team Leadership:

a.      Lead, mentor, and motivate the support operations team to achieve departmental goals and objectives.

b.      Provide guidance and direction to team members, team leaders, assistant managers and managers, fostering a culture of collaboration, excellence, and continuous improvement.

c.      Continuously review the interaction of team members with their reporting leads to ensure a cohesive work culture.

2.      Customer Support:

a.      Oversee the delivery of timely and effective technical support services to Birchstreet Systems’ customers, ensuring issues are resolved promptly and to the customer's satisfaction.

b.      Act as a point of escalation for complex or high-priority customer issues, working closely with team members to resolve them efficiently.

c.      Be the voice of the customer within BirchStreet, to ensure that Customer Satisfaction is paramount.

3.      Process Improvement:

a.      Identify opportunities for process improvement within the Application Support Team, implementing best practices and procedures to enhance efficiency and service quality.

b.      Collaborate with cross-functional teams to develop and implement initiatives aimed at improving overall customer satisfaction and support experience.

c.      Knowledge & implementation of Quality tools & techniques (Six Sigma, Lean) for process improvement

d.      Take on the responsibility to ensure that the team continuously drives NPS scores, and every effort is made for continuous improvement. 


4.      Performance Monitoring and Reporting:

a.      Establish key performance indicators (KPIs) for the Application Support Team and monitor performance against these metrics.

b.     Generate regular reports and dashboards to track team performance, identify trends, and make data-driven decisions to optimize support operations.


5.      Training and Development:

a.      Develop and implement training programs to enhance the technical skills and product knowledge of team members, ensuring they are equipped to support Birchstreet Systems’ products effectively.

b.      Provide ongoing coaching and professional development opportunities to support the career growth of team members.

c.      Ability to coach & develop people in the hierarchy


Basic understanding of P & L account, planning, forecasting & scheduling to meet SLAs, Delivery and adherence to the SOW defined parameters is a must.


Willingness to work within a 24/7 shift cycle is a must- needs to be comfortable with working in night shifts


10+ years of experience in technical support, software/application support, or a related field, with at least 3 years in a mid-leadership or managerial role.


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