Zolo | Operations Manager | delhi

1 week ago

delhi, India Zolo Full time

Job Title: Key Account Manager

Job Description:
We are seeking an experienced Key Account Manager to join our team. The successful candidate will be responsible for overseeing business and operational performance, ensuring compliance with processes and metrics, managing stakeholder relationships, and leading initiatives to drive efficiency and cost-effectiveness. The candidate will play a pivotal role in ensuring the smooth operation of our business, meeting key performance indicators, and maintaining high standards of service delivery.

Key Responsibilities:
Performance Metrics and Process Compliance: Monitor and enforce compliance with business and operations performance metrics and processes to maintain efficiency and quality standards.
Collections Management: Ensure compliance with Service Level Agreements (SLAs) for collections and oversee invoicing and collections processes to meet timelines and targets.
Stakeholder Management: Build and maintain strong relationships with stakeholders, including clients, vendors, and internal teams, to facilitate effective communication and collaboration.
Initiative Identification and Project Execution: Identify opportunities for improvement and lead initiatives/projects aimed at enhancing operational efficiency, customer satisfaction, and business performance.
Cost Management: Monitor and manage costs effectively to optimize resource allocation and ensure alignment with budgetary constraints.

Key Performance Indicators (KPIs):
Operations Hygiene and Process Compliance: Ensure 100% compliance with operational hygiene and processes to uphold quality standards and regulatory requirements.
Invoicing & Collections Compliance : Achieve 100% compliance with invoicing and collections processes, meeting all deadlines and SLAs.
App Adoption: Ensure 100% adoption of company services/apps by relevant stakeholders within the specified timeframe.
Customer Satisfaction: Maintain a customer satisfaction rating of 4 or higher through effective service delivery and proactive resolution of issues.
Team Training and Development: Facilitate the training and development of the operations team to enhance their skills and capabilities, fostering a culture of continuous learning and improvement.
Incident Management and Escalation Handling: Efficiently manage and resolve incidents, ensuring timely escalation and resolution to minimize impact on operations and customer satisfaction.
Monthly Audit Score: Maintain a monthly audit score of over 90% by adhering to compliance standards and implementing corrective actions as needed.

Qualifications and Skills:
Master’s degree in Business Administration, Operations Management, or a related field; advanced degree preferred.
Proven experience in operations management, preferably in a regulated industry.
Strong understanding of business processes, metrics, and compliance requirements.
Excellent communication, negotiation, and stakeholder management skills.
Demonstrated leadership abilities and experience in project management.
Analytical mindset with the ability to identify trends, solve problems, and make data-driven decisions.
Proficiency in relevant software and tools for operations management.
Ability to thrive in a fast-paced environment and effectively manage multiple priorities.

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