Associate Customer Support Manager

GEP; Navi Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

GEP is seeking an experienced Operations Manager in Navi Mumbai to own and optimize client-facing operations within IT services and consulting. You will lead a high-performing team, manage SLAs, quality, and utilization, and drive improvements across processes while mentoring staff and aligning with client requirements.

You will collaborate with stakeholders, translate business needs for technical teams, and ensure delivery excellence with timely solutions and ongoing training.

Qualifications

• Bachelor’s degree required; a master’s degree in Business or Operations preferred.
• 5-9 years of experience in IT services & consulting with expertise in customer support or technical support.
• Strong leadership skills in a client-facing environment.
• Proficient in MS Excel, Word, and PowerPoint.
• Strong teamwork, problem-solving, organizational, and process improvement skills.
• Experienced team leader skilled in people development, coaching, and motivation.
• Excellent communication and client management skills.

Responsibilities

• Manage and own operational performance, including SLAs, quality, compliance, and utilization.
• Manage and own team attrition while motivating the team to exceed SLAs.
• Set goals for the performance period and track performance against annual goals.
• Coach and mentor the team on client-specific processes.
• Provide training and development guidance to the team.
• Establish and manage strong relationships with key stakeholders.
• Understand client business requirements, propose and negotiate technical solutions, and ensure the successful delivery of solutions.
• Translate client business requirements for the internal technical team and ensure that the product/service is delivered to the client as per the agreed requirements and timelines.
• Facilitate the transfer of best practices and drive continuous improvement processes within the team.

Skills

Leadership

Client management

Communication

Team motivation

Teamwork

Problem solving

Process improvement

Coaching

Mentoring

Education

Bachelor’s degree

Master’s degree in Business or Operations

Tools

MS Excel

MS Word

PowerPoint

Job description

Roles and Responsibilities :

• Manage and own operational performance, including SLAs, quality, compliance, and utilization.
• Manage and own team attrition while motivating the team to exceed SLAs.
• Set goals for the performance period and track performance against annual goals.
• Coach and mentor the team on client-specific processes.
• Provide training and development guidance to the team.
• Establish and manage strong relationships with key stakeholders.
• Understand client business requirements, propose and negotiate technical solutions, and ensure the successful delivery of solutions.
• Translate client business requirements for the internal technical team and ensure that the product/service is delivered to the client as per the agreed requirements and timelines.
• Facilitate the transfer of best practices and drive continuous improvement processes within the team.

Job Requirements :

• 5-9 years of experience in IT services & consulting industry with expertise in customer support or technical support.
• Strong leadership skills in a client-facing environment
• Bachelor’s degree required; a master’s degree in Business or Operations preferred
• Proficient in MS Excel, Word, and PowerPoint
• Strong teamwork, problem-solving, organizational, and process improvement skills
• Experienced team leader skilled in people development, coaching, and motivation
• Excellent communication and client management skills.