National Operations Head

Job Description

• Function: Customer Service (Operations)
• Job: Manager /Assistant Manager
• Position: Operations Head
• Job holder: Customer Service
• Date (in job since):
• Immediate manager (N1 Job title and name): Operations Head
• Position location: Mumbai, Pune, Bangalore, Hyderabad, Ahmedabad, Chennai & Delhi
• 1. Purpose of the Job.
• Responsible for all operational contracts, contract retention, contract growth and development within theRelevant area and strengthen the portfolio, reputation and image of Instago. He should be aligned to the Instago. Grow and nurture accounts, while ensuring long-term relationships, increasing account size and revenue potential.
• 2. Job Responsibility
• o Ability to lead & mentor diverse teams.o Implement governance mechanisms to ensure smooth ground operations on day-on-day basiso Review staff and employee training programs, workshops, seminars and classes to facilitate development and improvement of competencies and proficiencies.o Understanding the contract terms and conditions and customer expectations at a detailed level and taking ownership for outcomes.o Establishing process performance metrics; tracking, analyzing, and reporting performance in Terms of quality, safety, cost, and customer satisfaction. Taking corrective actions to bring about required technical and interpersonal skills and morale to meet and exceed the expectations of the client and Instago.o Works closely with the client, peers and subordinates to foster a strong working relationship and builds strong win-win relationshipso Be proactive in the recovery of overdue, if any, owing from internal and external clients and maintain a close relationship with Instago Finance team to ensure all suppliers and contractor payments are managed effectively.o Liaise with team to ensure alignment with the business goals and vision of Instago.o Ensure quality of work by adhering to Instago service standardso Establishes a standard monthly performance scorecard to provide performance reports on quality, safety, financial management, service delivery and customer satisfaction
• 3. Main Assignments:
• • Grow and nurture accounts, while ensuring long-term relationships, increasing account size and revenue potential.
  • Responsible for establishing and maintaining multi-level and business unit relationships with clients ensuring a full understanding of the hierarchy and strategic vision of the client.
  • Understanding the contract terms and conditions and customer expectations at a detailed level and taking ownership for outcomes.
  • Providing the technical and management direction for services being catered to the clients.
  • Directs management resources to ensure that service levels are met and/or exceed in a timely and cost-effective manner throughout the life of the contract
  • Manages priorities and time to ensure timely completion of all assignments, tasks, activities and processes to provide quality outputs, deliverables and reports.
• 4. Person Specifications
• • Should have managed large accounts and business nationally
  • Technical Graduate, Engineering Graduate with MBA (Preferred)
  • Experience in a B2B service operations and customer servicing
  • Experience in managing diverse team members
  • Should be willing to travel (frequency 2 weeks in month)
• 5. Competencies
• • Minimum 6 years experience.
  • Extensive knowledge of Account Management with expertise in B2B service operations
  • Leadership and team building skills.
  • Excellent time management skills.
  • Sound business acumen.
  • Client focus.
  • Experience in Audit, setting up governance mechanisms
  • Good in financials / numbers
  • Mobility - Travel within India as required capability to design, identify and adapt current and future trends.

Keyskills :
audit managementoperational risk managementcompliance management