Operations Manager/customer Support Manager Job in Urjanet

Operations Manager/customer Support Manager

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Job Summary

Urjanet is seeking a high-performance Operations Manager/Customer Support Managerwith a proven track record of spearheading BaU Operations and ongoing customer relationship management. He / she will lead customer success initiatives by monitoring existing processes and keep the product, account management, sales and support teams focused on contractual outcomes.

Years of Experience: 8-15Years

Your typical day / Week / Month may look like & the skills you would be acing already

  • Collaborating with peers in both business and technical areas, to deliver optimal business process solutions
  • An excellent communicator focused on customer service
  • Ability to understand current business processes and implement efficient business process.
  • Setting & Managing KRA and conducting regular 1 to 1 feedback
  • Performing QC for ensuring the accuracy of the data
  • Handling International call / speaking to Customers & US counterparts. Create presentations to showcase current progress to customer
  • Ensure KPIs are published and reviewed on a daily, weekly, monthly basis and perform analysis on any behaviours / processes that could impact on data integrity
  • Skills you should be acing!

    • Compile information from various sources to formulate a current picture of the project. Develop and manage a detailed project schedule and work plan
    • Interpret data to generate strategies for implementation. Develop, maintain, & improve processes surrounding contractual SLAs
    • Predict resources needed to reach objectives and manage resources in an effective and efficient manner
    • Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
    • Utilize industry best practices, techniques, and standards throughout entire project execution
    • Measure project performance to identify areas for improvement
    • Ensure adherence to existing processes & setting up appropriate dip sticks
    • Facilitate root cause analysis for any incident reports and identify continuous improvement opportunities in areas of people, tools, and/or process changes
    • Lead best practices for project management including planning, executing, monitoring, and closure of projects
    • Collaborate with account management team for renewal, expansion and churn prevention activities
    • Create/update internal & external SOP documentation to help support all customer processes

    Experience / Skills we would love to have in you:

    • Degree graduates in Engineering (Preferred) / Computer Applications / Mathematics / Statistics / Economics / Commerce
    • Must have background in SaaS company / FinTech / BPO
    • >= 8years of Services background with at least 3 years as a Manager on papers, solution implementation and/or technical support experience
    • 2-4 years of project management and related experience
    • Project Management Professional (PMP) certification will be an awesome addition!
    • Proven ability to solve problems creatively
    • Strong familiarity with project management software tools, methodologies, and best practices
    • Excellent analytical skills
    • Strong interpersonal skills (a.k.a. people person) and extremely resourceful
    • Capable of grasping and utilizing complex ideas and strategies. Ability to write and communicate clearly
    • Strong ethical leadership abilities
    • Hands on with Tableau, R and Power BI
    • Individual contributors with team handling experience also can apply
    • Successfully managed multiple customer engagements simultaneously
    • Experience with customer account/relationship management
    • Experience managing large scale projects
    • Proficient & hands on in Microsoft Office (Excel, PowerPoint & Word)
    • Very strong goal orientation, work ethic and sense of personal accountability
    • High energy, passion, motivational skills, team building skills and a strong ability to work with minimal direction and guidance
    • Experience in SAAS,Banking & Financial Services, data aggregation, energy or fintech industry is a plus
    Experience Required :

    Fresher

    Vacancy :

    2 - 4 Hires

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