Customer Services Operations Coordinator Location: Mumbai (Office based and need to work in UK shifts) Reporting to: Head of Shared Services Department: Shared Services Employment: Full time/Permanent Shift Timing: This role requires flexibility in working hours, as shifts may begin no earlier than 09:00 AM IST and may end until 10:30 PM IST; however, the total number of working hours will remain 09 on any given business day. The Primary Purpose of this job We are seeking an experienced Customer Service Operations Manager to join our team in Mumbai. The primary purpose of the role will be to ensure that our customers, both internal and external, receive outstanding service from our Membership and Customer Service Team. This will involve timely and high-quality inbound and outbound communication and administration, with a multi-skilled, well-trained team that can handle calls and tickets within service-level agreements. In addition, the role holder will also be responsible for supporting and closing incoming web and sales requests. The role holder should have extensive experience in managing day to day Operations, including but not restricted to work planning, allocation, resourcing, reporting and analytics, continuous service improvement and people management. The incumbent will work closely with the Head of Shared Services to provide strategic leadership, optimize processes, mitigate risks, and ensure peak resource management. Brief Description of Tasks Lead and manage teams to ensure efficient planning, execution, and continuous improvement of all operations. Develop, implement, and monitor processes to enhance operational efficiency, customer satisfaction, and service quality. Oversee India operations, ensuring timely, cost-effective service delivery and optimizing resource allocation for peak periods. Manage customer service and membership operations, driving excellence through training, process enhancements, and CRM tools like Salesforce and Zendesk. Support and close incoming web and sales requests, ensuring timely follow-up, lead tracking, and revenue monitoring to maximize conversions. Drive membership engagement initiatives, including onboarding, renewals, and retention strategies, to enhance member satisfaction and growth. Identify, assess, and mitigate operational risks while ensuring compliance with health, safety, and well-being guidelines. Ensure KPIs and service-level agreements (SLAs) are consistently met through performance assessment, coaching, and continuous process improvement. Lead the planning and coordination of large-scale projects, events, and service initiatives, ensuring logistical efficiency. Drive automation, process improvements, and customer-centric strategies to enhance engagement, retention, and overall service experience. Monitor and report revenue performance, lead conversion, and customer engagement trends, providing insights for data-driven decision-making. Plan and implement strategies to optimize revenue streams through upselling, cross-selling, and new business opportunities. Foster a professional, disciplined, and goal-oriented team culture focused on operational excellence and continuous improvement. Lead change management initiatives, ensuring team adaptability, innovation, and responsiveness to evolving business needs. Support the Head of Shared Services and the broader management team in strategic initiatives, process optimization, and business growth. Health, Safety and Wellbeing To understand and carry out your own responsibilities in accordance with the management objective and to discuss your level of competence with your manager at least once a year Skills Qualifications Essentials Excellent organisational and coordination skills, ability to prioritise, multi-task and meet deadlines Accuracy and ownership are paramount Excellent listening, verbal and written communication skills - accurate grammar is essential Excellent attention to detail Ability to manage multiple priorities under pressure Ability to demonstrate strong sales achievement, manage and lead a team Excellent verbal and written communication, accurate grammar is essential. Excellent and concise telephone manner. Ability to coach and train team members Ability to provide constructive feedback to team members and have difficult conversation Ability to take judgements make decisions based on good commercial awareness Ability to demonstrate strong sales achievement working to targets and deadlines Excellent interpersonal skills - ability to communicate at all levels of the business Excellent organisation, time management skills and ability to prioritise always Experience using a CRM, ideally Salesforce Ability to take decisions based on strong commercial awareness Strong negotiation skills, at all decision levels Ability to network and build relationships internally and externally Proficient with MS Excel, Word and Powerpoint Desirable Degree level or equivalent qualification in a business subject Qualification, training or experience in travel or logistics related areas Experience Essential 7-10 years overall experience 5+ years of people management experience Understanding complex requests, responding within required deadlines and working in an environment where it is important to make decisions quickly Working in an environment where there is a need to assimilate information quickly and working to immoveable deadlines Experience of working and leading a team but also contributing independently Proven record of achieving personal sales or other targets and examples of successful business development and client relationship management activities, particularly in a telesales environment Experience of sourcing own sales leads and directing others Experience of managing, training and developing telephone-based sales staff Experience of growing business in new markets through sales turnover in a multi-channel environment Experience of creating sales messages and targeting to improve enquiry and lead conversion Experience of delivering profitable results in a corporate solution selling environment Experience of budget-setting and cost management Desirable Experience of sales in a health, safety environmental related industry Behaviour Competence Drive to exceed targets Attention to detail and accuracy Positive and solution seeking Confident and assertive Professional in approach Always wants to go an extra mile for the customer and team Adaptable, flexible and embraces new challenges Disciplined and ambitious Energetic and driven Personal Effectiveness Credible and professional Commercially aware with strong business acumen Leadership Ownership and initiative Numerate and focussed on results with ability to focus on the big picture; Ability to make balanced judgements Behaviours detailed in the corporate Behavioural Framework Team work Communication Creativity Change Enhancing Performance Leadership Benefits 18 days paid privilege leave, 08 days paid public holidays and 08 days casual leave per year. Up to INR 250,000 medical over including family, with cover increased to INR 450,000 on completion of two years service Attractive family-friendly policies Training and Development opportunities Other wellbeing activities What do you need to do next We welcome applications from people of all backgrounds, who share our values and are passionate about our vision, with relevant experience, whether gained from public, private, or voluntary sectors. If you are interested in this role, please click Apply to read a more detailed job description and explanation of the benefits package. You will then be able to forward an up-to-date copy of your CV along with a cover letter explaining why you think you are the right candidate for this role. Guaranteed interview scheme We are committed to the employment and career development of disabled people. As part of this commitment, we operate a guaranteed interview scheme for disabled applicants who meet the minimum criteria for the role they have applied for.
