Customer Service Operations Manager
is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network— works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 435,000 people serving clients in more than 120 countries, drives innovation to improve the way the world works and lives.
helps clients achieve new value and productivity from their business processes by applying analytics, process acumen and industry expertise to the transactional data and processes we manage and operate on our clients’ behalf.
As Operations Manager you will be accountable for developing and managing key internal/external client relationships and for client satisfaction - ensure achievement of key performance indicators.
- Work with the Customer and delivery groups to commit to the scope of work for the planning phase of project, establish initial scope, schedule, and cost for project delivery.
- Manage local site and service teams to ensure that targets and service level agreements are being achieved/exceeded.
- Provide and implement business-focused solutions within time/cost constraints.
- Lead and manage a team and allocate resources and responsibilities across team to deliver business results.
- Build sustainable team - including effective succession and resource planning.
- Manage and ensure consistent application of human resource processes including career development, salary review, resources and performance management within area of responsibility.
WHAT DO WE EXPECT?
- At least 5+ years of managerial experience, preferably in customer service / change management.
- Management reporting experience.
- Experience managing productivity-driven operation.
- Strong communication skills with all levels of employees and management.
- General knowledge of human resources policies and procedure.
- English proficiency is required (written and spoken).
Customer Service
English
