Connect & Heal – Head – Operations (12-15 yrs)

Job Description :

– Responsible for leading the operation team of 20+ and delivery of the overall operational metrics & CSAT targets.

– Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.

– Work with cross-functional teams and leadership to understand business goals and recommend/implement innovative approaches, policies and processes to effect continual improvements,

– Oversees and reports weekly, monthly, quarterly, and annual metrics.

– Good experience in people management and passionate about customer experience

– Train the team on Soft skills and other process/product related aspects

– Workforce Planning, maintaining service levels & Quality Management

– Experience working with Start-ups.

– 10-12 years of Experience into managing operation team

– Should be a graduate – any specialisation. MBA is Preferred.

– Experience in Training and Quality

– Should have handled a team size of 20+.

– Ability to deal with ambiguity and run multiple projects to drive insights