Full Time
Mumbai
Posted 3 weeks ago

Position: Manager – Client Operations

Location: Mumbai 

Brief: One of the most dynamic and diversified profiles in the organization. A Manager Ops role is an amalgamation of a client liaison, a program manager, a product subject matter expert, an implementation ninja and a solution innovator. By virtue of being part of the business operations function, the role holder is exposed to various facets of the business like solution design, product design, engineering, architecture and product marketing. A subject matter expert who works in unison to constantly improve client experience and customer centricity programs.

Responsibilities:

  • Lead and manage 1 or 2 large enterprise clients
  • Understand client’s customer experience program scope
  • Document requirements and ideate and recommend solution structure
  • Implement customer experience campaigns
  • Drive campaign response rates via the campaign success strategy
  • Liaise with the engineering and product teams while implementing solutions
  • Program manage multiple client CX programs and drive program success
  • Cultivate client relationships and solve for business critical use cases by co-creating solutions with the clients
  • Project manage implementation
  • Work on strategic functional and cross-functional projects to drive business outcomes
  • Manage a team of 1 to 2 members

Experience and Skills:

  • Work experience of at around 7 years, preferably in working with SaaS tools
  • Graduate Engineer and MBA from Tier I/Tier II institute
  • Excellent verbal and written communication
  • Stakeholder management skills
  • Driven and resourceful
  • Customer-centric, solution oriented and a team player
  • Ability to work under ambiguity and in a dynamic environment
  • Understanding of Banks software systems will be an advantage
  • Attention to detail and focus on quality
  • Strong analytical skills, with a good understanding of real-time dashboards 

Job Features

Job CategoryClient Operations

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