Description of the company

Our client is a leading American multinational, driving innovation across finance, healthcare, retail, logistics, travel, hospitality, communications, media, and entertainment

Key Responsibilities

Operational Lead: is responsible for driving performance, meeting metric targets, assisting the team in adhering to the defined process and externally being the point of contact for all client communication and expectations.

• Manage operations end to end and responsible for service delivery
• Responsible over the process KPIs and customer management.
• Respond to customer inquiries and problem escalations
• Meet all people management metrics: Responsible for Attrition,
• Manage Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management,
• Manage Statement of Work, Business Continuity Plan
• Prepare and deliver weekly and monthly reviews
• Driving Continuous Improvement Initiatives
• Coach & mentor people – Motivating team with excellent people touch
• Liaise with cross-functional teams on structuring and executing operational and strategic services and programs
• Provide mentorship, guidance, and career development to team members. Proactively address performance behaviours and implement improvement plans to drive success.

Qualification

• Minimum 8 Years of experience
• Proven experience in operations leadership, client management, or service delivery roles.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Excellent communication, client-facing, and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment