Manager - Customer Service Operations

5 days ago

Navi Mumbai, Maharashtra, India Sciative Solutions Full time ₹ 15,00,000 - ₹ 30,00,000 per year

  • Job Responsibilities:

  • Manage client portfolios and build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.

  • Conduct detailed analysis of data sets to provide intelligence and meaningful insights.

  • Plan and conduct periodic meetings with the clients, to ensure growth-oriented engagements.

  • Review client queries and concerns and take relevant actions and interventions to ensure seamless client experience.

  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

  • Become an expert in [Product] and educate customers on the use and benefits of our products.

  • Setup new clients in the system and train/onboard new clients to ensure their success.

  • Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.

  • Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.

  • Develop comprehensive project plans to be shared with clients as well as other staff members.

  • Team ManagementLead, mentor, and manage a team of operations professionals, ensuring they meet and exceed individual and team goals.

  • Project ManagementOversee the execution of projects, working closely with cross-functional teams to ensure projects are delivered on time, within scope

  • ReportingPrepare and present regular reports to senior management, providing insights into operations performance, challenges, and opportunities for improvement.

Candidate Profile

  • 5-10 years of experience in direct client handling.

  • Should have handled projects end to end (from conceptualization to roll-out)

  • Proven proficiency in customer retention, presentation skills, and ability to work independently to drive customer success.

  • Excellent communication abilities

  • Self-learner, highly curious, self-starter, and can work with minimum supervision and guidance.

  • Entrepreneurial mind-set with a positive attitude is necessary.

Qualifications

  • Experience5-10 years of experience in operations and client management or a similar role.

  • Analytical

Skills:
- Strong problem-solving and analytical skills, with the ability to drive data-based decision-making.

  • CommunicationExcellent written and verbal communication skills with the ability to interact effectively with clients, senior management and other departments

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