Assistant Manager - Operations

Job Description

The role of the operations manager is to support and drive the operations of the business by providing superior service and experience to our customers and drivers, directly manage the group of driver and customer support executives in the driver support center, develop insights on key customer and driver issues, work with the Operations Lead to find solutions and drive the solutions on ground.

Strategic

RESPONSIBILITIES

• Execute initiatives to support costs with impact on P&L (manpower, tools, etc.)
• Reduce inbound contact rates by identifying points of friction, and working with Operations Lead to find solutions
• Increase customer repeat rate by executing key customer experience initiatives
  
  

• Manage onboarding of partners and drivers (document collection and verification, devices assignment and management, account activation, etc.).
• Ensure optimal experience of customers, partners and drivers on a daily basis. Identify and solve operations issues in real time.
• Collaborate with training, support, marketing and supply team to deliver the best experience for the customer, driver, and supplier partners and achieving targets.
• Analyse data to propose process improvements to deliver a consistent world-class customer experience.
• Manage team of customer support and driver support executives to meet KPIs such as first response time, resolution time, CSAT, reopens, abandonment, etc.
• Implement customer and driver support processes, establishing baseline for support.
• Identify key issues and challenges faced by customer, drivers and suppliers and work with Operations Lead to create relevant SOPs to resolve issues.
  
  

• Manage a team of customer support representatives and driver support representatives
• Lead a team of lean and highly efficient members to meet all KPIs and provide exceptional support to customers, drivers and supply partners
  
  

• Work cross-functionally to drive pre-emptive CX improvement actions via data analytics, process & live on-ground operations to ensure quality of experience of our customers
• Facilitate product roll outs to customers, drivers and supply partners
  
  

• PREFERRED : Graduation + MBA.
• MINIMUM : Any Graduate
  
  

• Proven managerial experience
• Strong people management and collaboration skills.
• Proven operational excellence in execution and process formulation
• Familiarity with data analysis, extraction, reporting, and presentation.
  
  

• PREFERRED : 10+ years experience in operations management and people management
• MINIMUM : 7+ years experience in operations management and people management.