Customer Services Operations Manager

Location: Mumbai (Office based and need to work in UK shifts)​

Reporting to: Head of Shared Services

Department: Shared Services

Employment: Full time/Permanent

Shift Timing: This role requires flexibility in working hours, as shifts may begin no earlier than 09:00 AM IST and may end until 10:30 PM IST; however, the total number of working hours will remain 09 on any given business day.

Please apply via the given link - https://britishsafetycouncil.peoplehr.net/Pages/JobBoard/Opening.aspx?v=d8e02d1d-c98e-433c-8d70-13bb5083c7dd

The Primary Purpose of this job

We are seeking an experienced Customer Service Operations Manager to join our team in Mumbai. The primary purpose of the role will be to ensure that our customers, both internal and external, receive outstanding service from our Membership and Customer Service Team. This will involve timely and high-quality inbound and outbound communication and administration, with a multi-skilled, well-trained team that can handle calls and tickets within service-level agreements. In addition, the role holder will also be responsible for supporting and closing incoming web and sales requests. 

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The role holder should have extensive experience in managing day to day Operations, including but not restricted to work planning, allocation, resourcing, reporting and analytics, continuous service improvement and people management.

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The incumbent will work closely with the Head of Shared Services to provide strategic leadership, optimize processes, mitigate risks, and ensure peak resource management.

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Brief Description of Tasks

• ​ Lead and manage teams to ensure efficient planning, execution, and continuous improvement of all operations.
• Develop, implement, and monitor processes to enhance operational efficiency, customer satisfaction, and service quality.
• Oversee India operations, ensuring timely, cost-effective service delivery and optimizing resource allocation for peak periods.
• Manage customer service and membership operations, driving excellence through training, process enhancements, and CRM tools like Salesforce and Zendesk.
• Support and close incoming web and sales requests, ensuring timely follow-up, lead tracking, and revenue monitoring to maximize conversions.
• Drive membership engagement initiatives, including onboarding, renewals, and retention strategies, to enhance member satisfaction and growth.
• Identify, assess, and mitigate operational risks while ensuring compliance with health, safety, and well-being guidelines.
• Ensure KPIs and service-level agreements (SLAs) are consistently met through performance assessment, coaching, and continuous process improvement.
• Lead the planning and coordination of large-scale projects, events, and service initiatives, ensuring logistical efficiency.
• Drive automation, process improvements, and customer-centric strategies to enhance engagement, retention, and overall service experience.
• Monitor and report revenue performance, lead conversion, and customer engagement trends, providing insights for data-driven decision-making.
• Plan and implement strategies to optimize revenue streams through upselling, cross-selling, and new business opportunities.
• Foster a professional, disciplined, and goal-oriented team culture focused on operational excellence and continuous improvement.
• Lead change management initiatives, ensuring team adaptability, innovation, and responsiveness to evolving business needs.
• Support the Head of Shared Services and the broader management team in strategic initiatives, process optimization, and business growth.

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​Skills & Qualifications

Essentials 

• Excellent organisational and coordination skills, ability to prioritise, multi-task and meet deadlines
• Accuracy and ownership are paramount
• Excellent listening, verbal and written communication skills accurate grammar is essential
• Excellent attention to detail
• Ability to manage multiple priorities under pressure
• Ability to demonstrate strong sales achievement, manage and lead a team
• Excellent verbal and written communication, accurate grammar is essential. 
• Excellent and concise telephone manner.
• Ability to coach and train team members
• Ability to provide constructive feedback to team members and have difficult conversation
• Ability to take judgements make decisions based on good commercial awareness
• Ability to demonstrate strong sales achievement working to targets and deadlines
• Excellent interpersonal skills ability to communicate at all levels of the business
• Excellent organisation, time management skills and ability to prioritise always
• Experience using a CRM, ideally Salesforce
• Ability to take decisions based on strong commercial awareness
• Strong negotiation skills, at all decision levels
• Ability to network and build relationships internally and externally
• Proficient with MS Excel, Word and Powerpoint

Desirable

• Degree level or equivalent qualification in a business subject
• Qualification, training or experience in travel or logistics related areas

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Experience

Essential

• 7-10 years overall experience
• 5+ years of people management experience
• Understanding complex requests, responding within required deadlines and working in an environment where it is important to make decisions quickly
• Working in an environment where there is a need to assimilate information quickly and working to immoveable deadlines
• Experience of working and leading a team but also contributing independently
• Proven record of achieving personal sales or other targets and examples of successful business development and client relationship management activities, particularly in a telesales environment
• Experience of sourcing own sales leads and directing others
• Experience of managing, training and developing telephone-based sales staff
• Experience of growing business in new markets through sales turnover in a multi-channel environment
• Experience of creating sales messages and targeting to improve enquiry and lead conversion
• Experience of delivering profitable results in a corporate solution selling environment
• Experience of budget-setting and cost management

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Desirable

• Experience of sales in a health, safety & environmental related industry