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Location

Hyderabad | India

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Job description

We're looking for a

Manager, Services Operations

This role is Office Based

Role Overview: The Manager Service Operations is responsible for leading and managing the operations team within Cornerstone’s Professional Services group.  This role involves ensuring the delivery of high-quality services, optimizing processes, and achieving operational excellence.  The Manager Service Operations will also be responsible for supervising a team of service professionals and collaborating with other departments to meet organizational objectives.

In This Role You Will:
Services Delivery:
Oversee the day-to-day delivery of services to internal and external stakeholders.
Ensure that services for project management and resource allocation meet quality standards, service level agreements (SLAs), and company expectations.
Identify opportunities for service improvement and implement strategies to enhance service quality.

Team Leadership:
Recruit, train, and manage team of service professionals.
Provide leadership, guidance, and coaching to team members.
Set performance goals and conduct regular performance evaluations.

Process Optimization:
Streamline service delivery processes to improve efficiency and reduce operations costs.
Identify and implement best practice for service operations.
Monitor key performance indicators (KPIs) to assess process effectiveness.
Stakeholder Satisfaction
Develop and maintain strong relationships with internal teams such as Partner Success Managers, Finance, Sales and Technology and align with overall business objectives.
Address internal and external concerns and complaints prompt and effectively.
Gather feedback from all stakeholders to drive continuous improvement in service quality.
Strategic Analysis
Prepare and present regular reports on service performance to Leadership team.
Analyze data and trends to make informed decisions and recommendations.
Participate in strategic planning and decision-making processes.

You’ve Got What It Takes If You Have:
Bachelor’s degree in related field (business, management, etc).
5+ year of experience in service operations including supervisory or management roles.
Strong organizational skills with the ability to manage multiple tasks simultaneously.
Excellent communication, interpersonal, and problem-solving skills.
Highly motivated self-starter who is an excellent team player and can work collaboratively across multiple functions with virtual and global leadership.
Knowledge of CRM systems such as Salesforce, Netsuite, Open Air, MS Project Server, Peoplesoft etc. with an emphasis on system integration, data warehousing, and analytics.
Experience with PSA tools such as Kantata.
Extra Dose of Awesome If You Have:
Master’s Degree

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Job tags

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Salary