Operations Manager

7 - 10 Years
Mumbai

Job Description

Title
Operations Manager

Role
To manage a team of approx 100 Relationship Managers + 10 Support Staff and deliver Service, Revenue and Employee metric consistently

Responsibilities
For leading matrimonial website business, the candidate is responsible for:
1. Improve the operational systems, processes and policies in support of organizations mission -- specifically,
support better management reporting, information flow and management, business process and organizational
planning.
2. Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through
improvements to each function as well as coordination and communication between support and business
functions.
3. Play a significant role in long-term planning, including an initiative geared toward operational excellence.
4. Delivery of SLAs for all Operations
5. Handling Escalations
6. Daily service Review
7. Monitor and review monthly process statistics report with HOD
8. Customer satisfaction Ratings
9. Service Improvement Plan
10. Involved in Process Audit
11. Maintaining consistent Service Quality
12. Analyzing data and set action plans for productivity improvement
13. Planning staffing
14. Serving as liaison between Customers and Product Development Team to ensure better product & service
15. Working closely with the Engineering team for Complaint Resolution, Developing MIS and Reports - Ensure
timeliness in reporting and issue handling
16. Reward and recognize top performers and issue improvement action plans for members in PIP
17. Working closely with Quality to identify training needs & referring candidates for undergoing projects.

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

People Interactive (I) Pvt Ltd.

Shaadi.com, part of Anupam Mittal promoted People Group, is one of India's best known Internet brands & the world's largest matrimonial service. It was founded with one simple objective to provide a superior matchmaking experience to Indians all over the world. The company pioneered online matrimonial when it launched in 1996 and continues to lead the exciting matrimony category for 18 years. The service has touched the lives of over 35 million people globally and helped 6 million people find their matches. Amongst many other awards, Shaadi.com has been recognized as the Most Trusted Matrimonial site and is amongst the world's 50 Most Innovative Companies, alongside companies such as Apple, Google, Facebook and Amazon. Shaadi.com has also been recognized as the world's most engaging brand on Facebook.
View Contact Details+

Recruiter Name:Sajin Francis

Contact Company:People Interactive (I) Pvt Ltd.

Salary

Not Disclosed by Recruiter

Role Category

Voice

Role

Assistant Manager/Manager -(NonTechnical)

Employment Type

Full Time, Permanent