Overview
Manager Operations – Client Services Representative Jobs in Shillong, Meghalaya, India at Binated
Title: Manager Operations – Client Services Representative
Company: Binated
Location: Shillong, Meghalaya, India
Description
- The role of a Project Manager – Support Services is to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.
- The individual must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Project Manager – Support Services, you must also have excellent customer service and communication skills.
- The goal is to do everything possible to attain organization goals and achieve great results for our company.
Requirements
- Strong leadership and team management skills
- Excellent verbal and written communication abilities
- High attention to detail and commitment to accuracy
- Strong problem-solving and critical thinking capabilities
- Effective time management and deadline orientation
- Customer-centric approach with a service-oriented mindset
- Strategic thinking with a focus on continuous improvement
- Conflict resolution and coaching skills
- Adaptability to changing processes and operational needs
- Ability to work collaboratively across teams and departments
- Proactive and solution-driven decision-making
- Strong organizational and multitasking capabilities
- Analytical mindset for data and performance trend analysis
- High emotional intelligence and team motivation skills
- Commitment to professionalism, integrity, and ethical practices
Responsibilities
- Need to understand client's brief/specification and process as per the client's expectations.
- Work with the team to ascertain needs to develop specifications for assigned projects.
- Maintain up-to-date knowledge about the latest in the industry and the with the client.
- Manages detailed quality metrics on services and advising management on team performance.
- Resolve teams queries, helps team with understanding job profiles, and oversee team member work for quality and guideline compliance
- Responsible for the day-to-day function of the systems and processes and ensuring high quality of services.
- Ensure all processes operate smoothly and align with our quality standards.
- Maximize the efficiency of all business processes.
- Monitor daily operations and address potential issues when they arise.
- Ensure that all process SOP’s are up to date and updated in company Portal
- Adhering to client requirements, managing client relationships independently, work with the client organization well to ensure target KPIs are met in the account.
- Manage Attrition in the account, drive retention initiatives on the floor to manage tenured and experienced employees.
- Monitor financial data and recommend solutions that will improve profitability.
- Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.
- Leading team members including Associate Team Leads of all teams and SME’s
- Coordinating with them to provide feedback related to the Process Performance, Training Initiatives.
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
- Establish process KPIs and conduct quality assessments.
- Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same.
- Highly involved in Quality Assurance and Process Improvement activities to always make sure customer standards and company standards are met.
- Scheduling refresher training based on TNA (Training needs Analysis). Involved in quality checks, internal / external audit and calibrations with PTB department. (Professional Telephonic Behavior).
- Conducting & maintaining documented Feedback, Coaching & Counselling.
- Ensure work ethics are followed & also conducting Activities for Team Motivation. Coordinating with Technology and other support functions to ensure smooth functioning
