Manager - Operations

Job Description

Job_Description":" Manager (Operations) About the Gurus Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI insights, analytics, powered by our proprietary FPRONE platform. By understanding our clientsneeds and fully aligning with their goals, we help them reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful data science and AI analytics - combined with deep industry expertise to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com . Duties and Responsibilities: Responsible for the Operations lead of a team and for the delivery of the overall operational metrics sales targets. To proactively maintain regular engagement with key client contacts in line with client expectations. Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures. Responsible for the development of the operational talent pool byoptimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized. To have awell-defined CommunicationandEngagement modelin place to ensure all teams understand the performance of the business and that they understand the needs of their teams. Responsibility andaccountabilityfor theoperational performanceof the client areas and for exceeding targets of all required metrics Accountable to dogap analysisof the projects, revenue andprofitability analysis,resource utilizationto improve operational efficiencies. Should conductperiodic progress reviewswith detailed reporting and business reviews. Accountable to do continuous identificationimplementation of operational best practicethrough interaction with the wider team. Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key work stream. Ability to build and maintainSOPs and ensure accountability of the processes. Ability to demonstrate been able to translate business strategy into day-to-day delivery Setting and reviewingQuality performance standards Lead and manage a team of AM/Supervisors/Team Leads/Analysts whose responsibilities are as below: Review cases due to credit card fraud and investigate the case to find a solution.