Chief Operations Strategist

2 days ago


Delhi, Delhi, India The Hird Full time

The Hird is seeking an experienced Operations Manager to lead our Customer Success, Service & Banking Operations department. With a minimum of 10 years of experience and expertise in international chats and email processes, you will be responsible for driving day-to-day operations and collaborating with TLs to implement client and in-house policies.

About the Role:

  • Operations Management: Monitor daily performance metrics, collaborate with TLs to implement policies, manage day-to-day operations, attend client meetings, present program performance, and submit weekly/monthly reports to the Director of Operations.
  • Process Improvement: Manage customer complaints, develop and implement program policies with Account Manager and Director of Operations, create programs for associate development, and recommend improvements for continuous process improvement (CPI).
  • Staff Management: Ensure productivity standards are met, lead and motivate up to 10 TLs, provide coaching and feedback, conduct weekly meetings, design TL development plans, succession planning, and support ESAT and workplace programs.

Key Skills and Qualifications:

  • Communication Skills
  • Customer Service Orientation
  • Thriving in Change
  • Expertise/Analytical Skills
  • Problem Solving
  • Presentation Skills
  • Training Needs Analysis
  • Performance Management
  • Conflict Management
  • Planning, Organizing, Controlling

What We Offer:

We offer a competitive salary of up to ₹15,00,000 per annum, along with a range of benefits including opportunities for professional growth and development.



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