operations manager - ngo relationships

Job Description

The Operations Manager, will lead a team of 4-5 members overseeing NGO Operations Payment Operations. NGO Operations will include onboarding NGOs on the platform, providing support to them and renewing their subscription with us. All aspects of NGO communication will be handled by this team. Additionally, this team will also oversee any matters related to payment gateway operations and communication with the payment gateway team. In an individual capacity, the Operations Manager will be personally responsible for the top-25 accounts to increase donations from them and will also take care of any escalations. Roles Responsibilities Overseeing the Operations team for both NGO Operations and Payment Operations. Responsible for NGO onboarding, NGO/Donor Support, and facilitating Payment Gateway interactions with our Payment partners. Key Accounts Management with top-25 clients to increase volumes from existing customers. Identifying bottlenecks in current processes, providing actionable solutions for improvement. Managing and recruiting teams as necessary for replacement or growth, overseeing all Operations activities. Directly handling client communications and managing escalations. Expectations Skills Required Excellent Oral Written Communication skills in English and excellent Oral Communication skills in Hindi. Spoken knowledge of other languages will be an added advantage Strong presentation skills for Video DEMOs Advanced degree of Excel capabilities Attention to detail is critical in this role as it involves a KYC process for onboarding NGOs Candidate must have experience of customer interactions and a customer-first mindset to solve their problems and aim towards customer-delight Candidates are expected to operate independently without being micro-managed by showing a high degree of ownership and responsiveness Ability to prioritize and multi-task amongst various responsibilities Delegate, assign train tasks to team members Qualifications Any graduate with 3 to 6 years of experience. MBA candidates are preferred. Experience should be significantly more in Operations. Role Overview The Operations Manager, will lead a team of 4-5 members overseeing NGO Operations & Payment Operations. NGO Operations will include onboarding NGOs on the platform, providing support to them and renewing their subscription with us. All aspects of NGO communication will be handled by this team. Additionally, this team will also oversee any matters related to payment gateway operations and communication with the payment gateway team. In an individual capacity, the Operations Manager will be personally responsible for the top-25 accounts to increase donations from them and will also take care of any escalations. Roles & Responsibilities Overseeing the Operations team for both NGO Operations and Payment Operations. Responsible for NGO onboarding, NGO/Donor Support, and facilitating Payment Gateway interactions with our Payment partners. Key Accounts Management with top-25 clients to increase volumes from existing customers. Identifying bottlenecks in current processes, providing actionable solutions for improvement. Managing and recruiting teams as necessary for replacement or growth, overseeing all Operations activities. Directly handling client communications and managing escalations. Expectations & Skills Required Excellent Oral & Written Communication skills in English and excellent Oral Communication skills in Hindi. Spoken knowledge of other languages will be an added advantage Strong presentation skills for Video DEMOs Advanced degree of Excel capabilities Attention to detail is critical in this role as it involves a KYC process for onboarding NGOs Candidate must have experience of customer interactions and a customer-first mindset to solve their problems and aim towards customer-delight Candidates are expected to operate independently without being micro-managed by showing a high degree of ownership and responsiveness Ability to prioritize and multi-task amongst various responsibilities Delegate, assign & train tasks to team members Qualifications Any graduate with 3 to 6 years of experience. MBA candidates are preferred. Experience should be significantly more in Operations.