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Haachi Looking for Customer Experience – Dy Manager – IT Services Company at Mumbai, Maharashtra Full Time
Customer Experience – Dy Manager – IT Services Company
From 8 to 10 year(s) of experience
₹ Not Disclosed by Recruiter
Mumbai
Job Description
Roles and Responsibilities Our Client, an IT Services company, is the Indian arm of UK’s leading digital Venture Builder, providing 360 degrees support to entrepreneurs. They support ventures from start up – to scale – to exit, giving them access to the global networks and business development services,that they need to grow. Our Client is an ISO 9001:2015 and ISO 27001:2013 certified and GDPR compliant organization. The UK entity was founded in 1998, with portfolio sales of over £300m, more than 3,000 employees, and a successful track record of over 40 companies.
Role Overview
As the Deputy Manager – CEM you will work closely with the Head of the department and be responsible for managing the day-to-day operations and executing internal tasks/ responsibilities for our global partners.
Your role as a Deputy Manager is mainly to implement the right processes and practices across the CEM vertical.
The specific duties of a Deputy Manager include formulating strategy, improving performance, forecasting material and resources and securing compliance.
You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels.
You will be managing our key client projects and will be responsible for timely delivery of all projects within scope.
You should have a background in operations management and possess strong analytical and team building skills.
They expect you to be able to get the best out of the people and projects that you oversee.
Ultimately, they will trust you to help us remain compliant, efficient and profitable during the course of business.
A key interest in business strategy, client engagement/relationship management, with an awareness of working across different cultural and political environments is essential due to the range of projects that will be handled across various industry-sectors.
Primary Responsibilities
Ensure all operations are carried on in an appropriate and efficient way
Improve operational management systems, processes and best practices
Formulate strategic and operational objectives
Perform quality controls and monitor production KPIs Recruit, select, train, assign, schedule, coach, counsel, and discipline employees
Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions
Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints
Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends
Analyze and improve processes and workflows; implement changes Manage resourcing forecasts
Find ways to increase quality of customer service
Work closely with Head of the vertical and management team to set and/or implement policies, procedures, and systems and to follow through with implementation
Create periodic reports, surveys, presentations for internal stakeholders and global partners
Desired Candidate Profile Experience
Should have a minimum 8-10 years’ experience working in operations management
Proven work experience as Operations Manager or similar role
Should have led a team of 8-10 people and provided them with feedback on quality, growth plans etc.
Education
Bachelor’s /Master’s degree in Business Administration, Management or other related areas is also quite valuable
Knowledge & Skills
Knowledge of organizational effectiveness and operations management
Ability to handle multiple complex, demanding and time sensitive responsibilities simultaneously
Good executive presence, ability to interact with senior leaders and stakeholders
Excellent Business English – written and verbal communication Strong problem-solving & troubleshooting skills with the ability to exercise mature judgment in client-facing situations
Strong process/project management skills with proven experience in providing counsel to executives
Quality control and driving enhancements in other team members deliverables by reviewing their drafts and providing appropriate coaching and feedback
Handling client requests end-to-end. This includes receiving a request, capturing requirements, working out team allocations, researching, preparing final output, receiving and implementing feedback
Create performance and governance reports for internal stakeholders/ partners on a periodic basis and share with them
Attention to detail
Organization skills, with an ability to stay focused on assigned tasks Additional certifications / knowledge on CRMs and software tools would be an asset
From 8 to 10 year(s) of experience
₹ Not Disclosed by Recruiter
Mumbai
Job Description
Roles and Responsibilities Our Client, an IT Services company, is the Indian arm of UK’s leading digital Venture Builder, providing 360 degrees support to entrepreneurs. They support ventures from start up – to scale – to exit, giving them access to the global networks and business development services,that they need to grow. Our Client is an ISO 9001:2015 and ISO 27001:2013 certified and GDPR compliant organization. The UK entity was founded in 1998, with portfolio sales of over £300m, more than 3,000 employees, and a successful track record of over 40 companies.
Role Overview
As the Deputy Manager – CEM you will work closely with the Head of the department and be responsible for managing the day-to-day operations and executing internal tasks/ responsibilities for our global partners.
Your role as a Deputy Manager is mainly to implement the right processes and practices across the CEM vertical.
The specific duties of a Deputy Manager include formulating strategy, improving performance, forecasting material and resources and securing compliance.
You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels.
You will be managing our key client projects and will be responsible for timely delivery of all projects within scope.
You should have a background in operations management and possess strong analytical and team building skills.
They expect you to be able to get the best out of the people and projects that you oversee.
Ultimately, they will trust you to help us remain compliant, efficient and profitable during the course of business.
A key interest in business strategy, client engagement/relationship management, with an awareness of working across different cultural and political environments is essential due to the range of projects that will be handled across various industry-sectors.
Primary Responsibilities
Ensure all operations are carried on in an appropriate and efficient way
Improve operational management systems, processes and best practices
Formulate strategic and operational objectives
Perform quality controls and monitor production KPIs Recruit, select, train, assign, schedule, coach, counsel, and discipline employees
Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions
Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints
Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends
Analyze and improve processes and workflows; implement changes Manage resourcing forecasts
Find ways to increase quality of customer service
Work closely with Head of the vertical and management team to set and/or implement policies, procedures, and systems and to follow through with implementation
Create periodic reports, surveys, presentations for internal stakeholders and global partners
Desired Candidate Profile Experience
Should have a minimum 8-10 years’ experience working in operations management
Proven work experience as Operations Manager or similar role
Should have led a team of 8-10 people and provided them with feedback on quality, growth plans etc.
Education
Bachelor’s /Master’s degree in Business Administration, Management or other related areas is also quite valuable
Knowledge & Skills
Knowledge of organizational effectiveness and operations management
Ability to handle multiple complex, demanding and time sensitive responsibilities simultaneously
Good executive presence, ability to interact with senior leaders and stakeholders
Excellent Business English – written and verbal communication Strong problem-solving & troubleshooting skills with the ability to exercise mature judgment in client-facing situations
Strong process/project management skills with proven experience in providing counsel to executives
Quality control and driving enhancements in other team members deliverables by reviewing their drafts and providing appropriate coaching and feedback
Handling client requests end-to-end. This includes receiving a request, capturing requirements, working out team allocations, researching, preparing final output, receiving and implementing feedback
Create performance and governance reports for internal stakeholders/ partners on a periodic basis and share with them
Attention to detail
Organization skills, with an ability to stay focused on assigned tasks Additional certifications / knowledge on CRMs and software tools would be an asset
Role:Customer Success Manager
Salary: Not Disclosed by Recruiter
Industry:IT Services & Consulting
Functional Area:Customer Success, Service & Operations
Role Category:Customer Success
Employment Type:Full Time, Permanent
Key Skills
Customer ExperienceIT ManagementIT Services
Education
PG:MBA/PGDM in Information Technology
Company Profile
HAACHI Business Solutions Private Limited
Our Client, an IT Services company, is the Indian arm of UK’s leading digital Venture Builder, providing 360 degrees support to entrepreneurs. They support ventures from start up – to scale – to exit, giving them access to the global networks and business development services,that they need to grow. Our Client is an ISO 9001:2015 and ISO 27001:2013 certified and GDPR compliant organization. The UK entity was founded in 1998, with portfolio sales of over £300m, more than 3,000 employees, and a successful track record of over 40 companies.
Company Info
Contact Company:HAACHI Business Solutions Private Limited
Website:http://careers.haachi.com
