Manager, Operations- Merchant Experience

Manager Operations - Merchant Experience

Job Description:

Own performance of the BU’s operation across sites

• Own Operational performance for outsourced partner for the business unit (Merchant Experience)
• 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/Merchant service operations management, with a focus on team leadership.