Associate Manager- Operations

2 days ago

Gurgaon, Haryana, India AuthBridge Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About the Role

Manage the operations and customer service delivery processes for the assigned

projects/clients with end-to-end delivery of required solutions within pre-decided TATs and

quality parameters. Managing a team of Associates (total team size 40-50 Associates)

Responsibilities

Ensure smooth operations of the assigned processes through monitoring performances of the

teams and handling escalations

Responsible for meeting Client SLA Target.

Identify and build on areas where value can be added in operations. May conduct research to

identify areas of improvement

Lead projects of improvement and track measures/processes to improve quality and

productivity

Assist in developing and maintaining appropriate systems, policies and procedures for the

effective management and optimum deployment of resources

Establish/publish Standard Operating Procedures

Analyse workload and work flow trends to maximise the effective use of resources

Ensure team complies with all quality standards and performance measures.

Prepare reports and other documentation for Management review.

Actively promote, implement and comply with Departmental policies, procedures, practices

and principles.

Responsible for outward facing facilitation (Clients).

Ensure that appropriate (internal/external) customer service standards are achieved and

maintained.

Define customer satisfaction parameters and track customer satisfaction

Ensure all customer escalations are handled on utmost priority with proper RCA.

Responsible for process automation.

Must have work

Minimum 2-7 years of experience in operations with at least 3 years of team management (Team size More than 30 people)

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