Incident Manager

2 weeks ago

Cochin, Kerala, India Art Technology and Software. Full time

Career Opportunities:

Operations Manager

Currently, we are searching for an Operations Manager to join our growing and enthusiastic team, and help setup and manage the Indian operations of the business.

We're looking for someone who has service operations and people management experience, with a desire to develop their career in a business that is set on growth, globally.

Ambition, the right mindset, determination, and a good attitude to getting things done properly is essential. A desire to build and develop their career, and the careers of their team members ticks the right boxes.

The successful applicant doesn't need to have experience in our industry, but does need to have operational and people management skills, be fluent in English, process driven, and have a meticulous eye for detail.

A roadmap with expectations and progression points will be agreed. We see this as a fantastic opportunity for the right person.

The skills you'll need:
A methodical thinker.

You'll need to have experience in managing processes, and the ability to manage a team in accordance with procedures, quality standards, and be able to deliver in line with service level agreements, KPIs, and other target expectations.


Calm and concise. We need someone who can work, delegate, train, guide, and support a team in a fast paced environment. Multi-tasking is a big part of the job.

We need someone that has a structured approach to work, and is able to handle a variety of priorities with calmness, and confidence.


Team/office management experience.

It is essential that the successful applicant has experience in not only managing a team, but also onboarding, mentoring, reporting into management, and building/maintaining team morale.


An eye for detail. The ability to identify mistakes and errors is essential (especially within spreadsheets and emails). It's vital we spot and resolve mistakes and errors before work is signed off.

As well as being able to quality check one's own work, the successful applicant will also be responsible for checking and ensuring the team produces high quality work, rid of errors.


Recognises the importance of compliances and regulations. A large part of what we do is governed by the data protection regulators in the UK and EU.

You will need to have the ability to learn how to implement and manage governing processes of how data must be stored, shared, and managed.

You will also be responsible for ensuring that these practices and procedures are completed to the highest of standard by your team members.

Customer service experience.

As the team grows, the Indian office will take on duties that include managing outbound activity, and replying to emails.

It's therefore important that the successful applicant has experience of working within a customer service environment. Excellent written English and verbal communication skills are essential.

Expertise in measurement and reporting. You will be reporting into, and working closely with the UK Operations Manager, Managing Director, and Indian stakeholders. You'll need experience in measuring and publishing performance reports across a variety of areas.

The ability to plan and schedule the daily tasks for team members.

Whilst initially the team will not be established, as we grow, delegating and monitoring the volume, and quality of work completed by your team is an integral part of this role.

We need someone who already has experience in doing this.

Excel skills.

You and your team will be editing spreadsheets, format cells, and using formulas and filters to get data in order.

Experience in using excel to this capacity is vital.

Good communication skills.

It's very important that we have positive, healthy, and constructive relationships with each other at work, our customers, and anyone else we interact with.

Being a company that is set on growth, whilst we have to work hard, we have to ensure there's a great vibe in our workplaces.


Determination. We're a friendly bunch, but we're also an ambitious business and work extremely hard.

If you think you've got what it takes, and we sound like the type of company you'd like to grow with, then this could be a great opportunity for you.


What you'll be doing initially, and what your team will be doing once it's established:

Initially this role does not come with a team to manage.

We're true believers that if you're going to lead people, you need to know how to do their jobs first - that's where this role starts.

At the outset, you'll work with the UK management team to learn what we do, and how we do it.

Then, you'll work with the UK management team and Indian stakeholders to set up the operation in India, and the workflows between the two workplaces.

The operational tasks that India will perform will be migrated across from the UK in a schedule of two parts.


Part - Research and prospect validation

Initially we will look to migrate the research side of the business, this entails searching, cleansing, and adapting marketing data - in accordance with search criterias supplied by the UK office.


Whilst in principle this might sound fairly simple, there will be many types of data searches required.

In addition, as well as the data being searched for and analysed, we complete an in depth validation process, and have to organise and share data with the UK office in a structured and secure way that conforms with UK/EU GDPR regulations.


Part - Setting up daily campaign systems, monitoring inboxes, replying to emails.

In the not-too-distant future, once you and the team are proficient in Part 1 of the operations migration, we will look to migrate this part of the operations from the UK to India.

This area of the business involves the planning and scheduling of day-to-day campaign activity (within our systems), and the setting up / testing of campaigns using business softwares.

It also entails checking inboxes by the hour, managing incoming emails, forwarding/replying, and dealing with other associated tasks.

What you'll be doing once your team is established:

As the team in India grows, you'll be managing the day-2-day operations and people management tasks.

You'll also be working with the UK management team and Indian stakeholders to:

  • Recruit, train, and mentor new team members
  • Ensure KPIs, SLAs, and other targets are met
  • Optimise processes and procedures
  • Provide insights and feedback, to help us grow better, faster, and more profitably

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