Assistant Operations Manager

Policybazaar; Ernakulam; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

GMC Group Medical Coverage

Group Personal Accident Insurance

Gratuity

Wellness Programs

CSR opportunities

Job summary

Policybazaar is seeking an Assistant Manager - Operations (Customer Service) to oversee service delivery and lead a customer service team. You will drive process improvements, manage relationships with clients, and ensure high levels of customer and employee satisfaction.

The role requires strong leadership, problem-solving abilities, and experience in customer service management, with a focus on delivering results and maintaining operational excellence.

Qualifications

• Demonstrated experience in leading customer service teams and operations.
• Strong problem-solving and decision-making abilities in a fast-paced environment.
• Proven track record of achieving high customer and employee satisfaction metrics.
• Excellent verbal and written communication and interpersonal skills.
• Ability to coach and mentor team leads and staff to meet targets.

Responsibilities

• Oversee customer service operations to ensure timely SLA delivery and high satisfaction.
• Build and maintain client relationships to drive engagement and efficiency.
• Set goals, manage resources, and ensure execution of strategies.
• Monitor staff schedules, attendance, and productivity for smooth operations.
• Conduct weekly and monthly client meetings to review expectations and progress.
• Address audit-related issues and ensure compliance with standards.
• Implement continuous process improvements to boost efficiency.
• Coach Team Leads for better performance and engagement.
• Resolve internal customer queries promptly and effectively.
• Serve as primary contact for business-specific challenges and solutions.
• Tackle special projects as required by the business.

Skills

Team Management

Leadership

Customer Service Expertise

Performance Monitoring

Problem Solving

Communication Skills

Mentoring

Stakeholder Management

Job description

About the Job

As an Assistant Manager - Operations (Customer Service), you will be responsible for overseeing customer service operations, ensuring high-quality service delivery, and maintaining employee satisfaction. This role involves managing a team, driving process improvements, and collaborating with internal and external stakeholders to enhance customer experience. The ideal candidate should have strong leadership skills, problem-solving abilities, and experience in customer service management.

Roles and Responsibilities:

• Manage operations seamlessly, ensuring timely SLA delivery and high levels of employee and customer satisfaction.
• Establish and maintain client relationships to drive engagement and operational efficiency.
• Oversee team performance by setting goals, optimizing resources, and ensuring effective execution of strategies.
• Monitor staff schedules, attendance, and productivity to ensure smooth operations.
• Conduct weekly and monthly client meetings to assess expectations and provide updates.
• Ensure closure of audit-related issues and compliance with operational standards.
• Identify and implement continuous process improvements to enhance efficiency.
• Coach and mentor Team Leads for better team management and employee engagement.
• Address and resolve internal customer queries in a timely manner.
• Act as the primary point of contact for business-specific challenges and solutions.
• Take on special projects as per business requirements.

ISMS Responsibilities:

• Follow the instructions of Function Heads, operate systems on behalf of Function Heads, and serve users authorized by Function Heads;
• Provide technical consulting assistance to Function Heads so that information systems can be built and run to best meet business objective;
• Ensure the safeguarding of information in their possession;
• Accepts responsibilities for the operation and protection of information assets; and
• Perform the work as delegated by the by the Function Head

Desires Skills and Experience:

• Team Management: Conduct meetings, performance reviews, and ensure employees meet performance targets.
• Employee Development: Hiring, coaching, and mentoring team members for success.
• Customer Service Expertise: Proven track record in managing customer service teams and operations.
• Performance Monitoring: Ability to calibrate employee performance, provide coaching, and ensure alignment with business objectives.
• Issue Resolution: Ability to identify and resolve performance-related challenges.
• Action-oriented, high integrity, and perseverance.
• Strong leadership and problem-solving skills.
• Ability to drive results and manage performance under pressure.
• Excellent verbal and written communication skills.
• Strong external and management reporting capabilities.

What do we offer?

• Opportunity to earn good incentives
• Endless growth opportunity
• GMC Group Medical Coverage
• Group Personal Accident Insurance
• Gratuity
• Wellness Programs
• Give back to society through CSR
• Continuous talent enhancement program
• Childcare facility
• Tax Saving flexi benefits