Assistant Operations Manager

Job Description

Job Summary / Overview Possessing excellent leadership capabilities, having successfully led field teams for Rentention and customer retention. Owning strong technical skills, including proficiency in MS Office Suite, billing and collection software, and CRM systems, enabling efficient and accurate management of client accounts and operations. Possessing excellent leadership capabilities, having successfully led field teams for collections and customer retention. Owning strong technical skills, including proficiency in MS Office Suite, billing and collection software, and CRM systems, enabling efficient and accurate management of client accounts and operations. Responsibilities: Involved in resolving the customer queries within reasonable time period. Retaining the customers who derailed from the services by explaining the usage of product benefits. Approaching and canvasing the client/customers in the field to meet monthly company goal. Improving the usage of service by the customers by monitoring their usage to providing an upgraded service package. Ensuring the quality of services offered to the customer via voice feedback. Preparation and submission of daily/weekly field reports. Building customer relationship by setting up a meeting to receive client feedback and also for further development. Key Responsibilities and Accountabilities • Takes complete ownership of the aligned teams performance • Develops strategic & tactical plans to identify, analyze and effectively respond to clients needs emerging trends and best practices • Understands clients processes and suggest modes of value addition • Monitor adherence of Service Level Agreement (SLAs) for the designated team • Tracks attrition, maintains the EWS tracker and conducts quarterly audits within the team • Works with WFM/Recruitment/Clients to agree on Manpower planning • Analyses Performance Metrics and Identifies process gaps and collaborates with the Client /Quality / training team to formulate solutions • To be knowledgeable with the process and resourceful when faced with matters of internal/external escalations • Works with Directors /Senior Leadership to create a sound incentive structure to motivate and drive performance of the team Expected to represent WBR/MBR with clients/operations • Keeps Operational costs to a minimum and ensures revenue targets are met • Responsible for ensuring occupancy & utilization is at optimum level • Ensure team funds are utilized to drive engagement & performance and billing information is submitted in a timely manner • Ensuring Headcount and the buffer% is maintained for the process Coaches and counsels Team Managers, Team Leader, Team Coaches, agents as necessary to ensure their success • Administers separation cases to HR in case advisors are not meeting performance metric • consistently and arranging backfills on a timely basis Handle any kind of escalations pertaining to Team management, Training guidelines, Compliance adherence & Complaints • Takes responsibility of implementing feedback and cascading relevant areas of opportunity to respective departments arising from the skip levels conducted. Education and Specific Training • Qualification Graduate or above Work Experience Required Skills Technical Competence • Proven work experience as a supervisor managing or managed 40+ with decent span of control of TLs and SME’s will be more added advantage. • US/UK Insurance experience is must. • In-depth knowledge of performance metrics • Organizational and time-management skills • Decision-making skills • Should be a Graduate • Good PC skills, especially MS Excel • Excellent communication and leadership skills • Knowledge of NPS • Should be aware of Lean Six Sigma concepts Core Competencies • Customer Service • Good analytical skills • Must be very good with data representation. • Must be very good with MS Excel • Time Management • Ability to multi-task • Service hours– 24*7, Rotational Shifts & Week Offs • Should be solution oriented and always willing to work for change/adapt to transformations