Business Operations Director
5 days ago
The Hird is a leading Multinational Corporation (MNC) with a presence in the vibrant city of Hyderabad, India.
We are currently seeking an experienced and results-driven Operations Manager to join our team. This is a full-time, permanent position offering a competitive salary of up to ₹ 15,00,000 per annum.
Job Overview:
This role is responsible for overseeing the day-to-day operations of our customer success department. The successful candidate will be expected to collaborate with senior leadership to implement client and in-house policies, manage daily performance metrics, and lead a team of TLs to ensure productivity standards are met.
Key Responsibilities:
- Operational Excellence: Monitor and analyze daily performance metrics (VoCM, Excellent, RTF, HOC, Quality, Attendance, etc.) to identify areas for improvement and implement corrective actions.
- Team Leadership: Lead and motivate up to 10 TLs, providing coaching and feedback to ensure they meet their performance targets.
- Process Improvement: Develop and implement program policies with Account Managers and Directors of Operations to improve customer satisfaction and reduce complaints.
- Communication: Present program performance to clients and escalate issues when needed, ensuring clear and effective communication throughout.
- Reporting: Submit weekly/monthly reports to the Director of Operations, highlighting key performance indicators and areas for improvement.
Required Skills and Qualifications:
To be successful in this role, you will need:
- 10+ years of experience in a similar operational management role.
- Excellent communication and leadership skills, with the ability to motivate and inspire teams.
- Strong analytical skills, with the ability to interpret data and make informed decisions.
- Proven track record of improving operational efficiency and reducing costs.
Benefits:
We offer a comprehensive benefits package, including:
- Competitive salary of up to ₹ 15,00,000 per annum.
- Opportunities for professional growth and career advancement.
- Collaborative and dynamic work environment with a talented team of professionals.
Location: Hyderabad, India.
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