CX Operations manager- Payment Gateway
Location
Bangalore | India
Job description
Job Description :
Own performance of the BU's operation across sites
- Own Operational performance for Inhouse & outsourced partner for the business unit
- Develop and track key performance indicators (KPIs) for support operations.
- Develop and implement operational strategies to enhance the overall efficiency and effectiveness
- Establish and maintain quality standards for support operations.
- Monitor and minimise the ageing of the support queue
Build and operate the operations playbook for the BU
- Act as a point of contact in the operations of the BU to consolidate and program manage the experience erosion points in the ecosystem
- Maintain operational relationships across Internal and external support teams (Business, Strategy, Vendor, TnQ, WFM etc) and work with them to take the operation forward
- Optimize resource allocation, including people, technology, and tools, to ensure efficient and effective support operations.
- Analyze existing processes and workflows to identify areas for improvement.
- Should be able to identify and Program manage process/efficiency improvement projects
- Implement measures to reduce response/resolution times, and enhance overall experience.
Team Management
- Lead and manage a team responsible for the day-to-day operations.
- Foster a culture of excellence, teamwork, and continuous improvement within the support operations team.
- Encourage and actively participate in professional development plans for team members.
- Work collaboratively to identify people's career goals, skill gaps, and areas for growth
Desired skills and experience:
Skills
- Ability to think holistically and in a structured fashion to solve problems
- Ability to deepdive on any people, process and technology failure points and come up with actionable and drive them to closure by working with respective partners
- Ability to understand data trends and make inferences, create plans of action and prioritization strategies for improvement
- Strong interpersonal and communication (written & verbal) skills with an eye for detail
- Ability to understand and implement strong process and governance frameworks keeping in mind both short term and long-term objectives of the organization
- Self-driven, proactive, with high levels of ownership
- Ability to work collaboratively with others
Experience
- Graduate with good Operations understanding with at least 7 - 10 years of service operations experience & with at least 3 years in a people management role
- Proven experience in customer service operations management, with a focus on team leadership.
- Payment gateway exposure would be add on
Job tags
Salary