Business Operations Manager

2 months ago

Mumbai, India Servify Full time

Position Summary :

As part of the Business Operations team, you will support a network of dealers who sell device protection, extended warranty, or offer exchange services on smartphones and other consumer electronics products.

You will lead a team of professionals that is responsible for providing support to dealers to resolve key problems.


Key Responsibilities :

  • Ensure complete, comprehensive onboarding of dealers within the Servify platform, in line with the company’s guidance and processes
  • Resolve customer and market queries pertaining to dealer support
  • Ensure on-time activation of protection and warranty plans as requested by dealers
  • Based on training provided by the company, manage configurations of the Servify platform to deliver the desired results to market partners
  • Implement new systems and processes to reduce problems and gaps
  • Engage with key brand stakeholders to satisfy their queries and requirements
  • Train, mentor and guide team to solve operational problems


Requirements :

  • Minimum 7+ years of experience in Business Operations Support
  • Experience in leading a team of customer support personnel
  • An MBA / Post graduate qualification in management is desirable
  • Basic understanding of operations excellence practices, such as debottlenecking, quality control principles, scope management, and project planning
  • Experience in managing a customer support helpline (e-mail or voice), communicating with customers on areas of concern, and managing customer expectations
  • Customer focused mindset and willingness to go the extra mile to deliver value for the customer and the organization
  • Knowledge of advanced Excel functions, including all three types of lookup functions, text string modification such as MID, multiple IF statements, and using TRUE/FALSE logic to identify exceptions in Excel without macros
  • Excellent communication skills are a must
  • Candidates must be familiar with the basic principles of GST, including what is an input tax credit and how customers are invoiced under the GST regime

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