We are looking for a self-starter, someone curious with passion and energy to drive supreme excellence and delight clients 100% of the time. We love leaders with drive, strong persuasion and collaboration skills, those who question the status quo, while at the same time creating robust, stable operations that deliver every time per client’s expectations. We value clear thinkers with effective communication skills. The ideal candidate will thrive in a fast-paced, high-pressure environment, that prides itself in a deep understanding of clients, and brilliant delivery. The candidate is expected to train, develop and manage the media analyst through hands on coaching and mentorship. Success in this role requires a strategic view of operations coupled with the ability to know and work with details. This position is based in Pune.

Responsibilities

• Operations & Process Management: Develop a client centric, predictable operations. Know your client, understand client expectations, sensitivities, preferences and align service delivery accordingly. Prepare, update, and maintain client account manuals to ensure consistency and clarity in operations

• Take full ownership of service delivery. Ensure accurate and timely delivery of client deliverables such as newsletters, etc. Conduct regular quality and process audits to deliver per client expectations

• Manage and prevent client complaints with comprehensive root cause analysis (RCA) and remediation measures.

• Maintain a structured approach to team scheduling, workload distribution, and performance tracking. Proactively address operational bottlenecks to ensure seamless execution of daily tasks.

• Challenge the status quo, and continuously improve processes for enhanced quality, speed and efficiency in collaboration with key stakeholders

• Transition client accounts, and absorb new accounts per agreed timeline

• Team Leadership & Development: Create a culture of high performance Manage, lead and mentor a high performing team. Establish high performance standards and hold team accountable

• Foster a supportive and growth-oriented work culture to enhance employee engagement and retention.

• Establish and share tools, processes and practices to enable team’s success

• Provide regular feedback and coaching to enhance team’s performance

• Assist in hiring and onboarding new analysts

• Client & Stakeholder Engagement: Build an Outside-In culture Know your client – understand thoroughly client needs, sensitivities and expectations. Understand nuances of clients’ changing needs and adapt rapidly to stay aligned with client

• Build relationships and support Client Strategic Partners, to promote communication and improve engagement with clients

• Act as the primary point of contact for internal and external stakeholders regarding client deliverables. Ensure timely responses to queries

Manage client escalations promptly and thoroughly to ensure resolution and satisfaction

• Collaborate with global teams across the US and Europe to maintain alignment on expectations and best practices

Job Requirements

• Education: Bachelor’s degree, preferably in an analytically rigorous area of study

• Work & Leadership Experience: At least 5 years of experience managing and developing a team, with 7-10 years of total work experience. Experience in handling highly detailed, time sensitive processes.

• Team Management & Governance: Experience managing high-performing teams with a strong focus on process discipline and adherence to guidelines, procedures, policies.

• Global Exposure: Experience working with international teams based in the US and Europe. Experience in multinational organizations is preferable.

Required skills/ competencies: Exceptional leadership, facilitation and people management

• Ability to influence stakeholders, motivate teams of analysts while holding the team to a high performance level is a must have.

• Strong analytical and problem-solving skills.

• Robust organizational and time management skills.

• Ability to manage multiple deliverables simultaneously under tight deadlines.

• Excellent written and oral communication skills in English.

• Personality Traits: Client centric, who demonstrates outside-in thinking

• Curious with a passion for excellence

• Go-getter, with a high “energy and energizing flair”

• Solution oriented, with tenacity to execute to perfection

• Loves reading, especially related to business news

Operations Manager

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