Associate II - Business Analysis

2 - 3 Years
1 Opening
Trivandrum

Role Overview

We are seeking a results-driven Operations Manager with 3+ years of experience to drive operational excellence, improve customer experience, and enable scalable growth. The ideal candidate will have strong analytical skills, hands-on operational expertise, and the ability to collaborate effectively across teams.

Key Responsibilities

Operational Excellence

• Lead process re-engineering and workflow optimization initiatives to improve efficiency and turnaround times.

• Manage SLAs and operational performance, targeting continuous improvements (e.g., reducing resolution time by 30%).

Metrics & Reporting

• Define, track, and analyze KPIs including NPS, CSAT, retention, and operational efficiency metrics.

• Deliver actionable insights and dashboards to support data-driven decision-making.

Quality & Risk Management

• Own escalation management, refund governance, and issue mitigation processes.

• Proactively identify risks and drive corrective actions, achieving measurable reduction in escalations (target 20%).

Project Coordination

• Coordinate cross-functional initiatives with Product, Engineering, Sales, and Support teams.

• Manage project lifecycles, funnel optimization, and operational rollouts to ensure timely delivery.

Tools & Technologies

• Utilize tools such as Zendesk, LeadSquared (CRM), and Slack for daily operations.

• Quickly adapt to and leverage tools like JIRA and Power BI for tracking and reporting.

Stakeholder Communication

• Prepare and present executive-level operational reports and performance reviews.

• Act as a customer advocate while collaborating closely with Product and Engineering teams to improve outcomes.

Required Skills & Competencies

• 3+ years of experience in Operations, Program Management, or a related role.

• Strong understanding of operational metrics, SLAs, and performance management.

• Proven ability to drive process improvements and manage cross-functional projects.

• Excellent communication, stakeholder management, and problem-solving skills.

• Hands-on experience with CRM, ticketing, and collaboration tools.

Nice to Have

• Exposure to analytics and dashboarding tools (Power BI or similar).

• Experience in fast-paced, scaling organizations.

If you want, I can also:

• Shorten this to a 1-page JD

• Convert it to LinkedIn/ATS format

• Align it to IT / Data / Platform Operations specifically

operations management,jira,escalation management,power bi,process re-engineering,kpi,project coordination,risk management