Astrotalk - Manager - Business Operations (1-4 yrs)

About the Role:

We are seeking a highly motivated and results-oriented Manager - Business Operations to lead and manage a team responsible for handling client escalations.

In this role, you will play a critical role in ensuring smooth and efficient operations, maintaining high client satisfaction, and driving continuous improvement within the team.

Key Responsibilities:

Team Leadership:

- Lead and manage a team of FTEs responsible for handling client escalations.

- Provide guidance, mentorship, and support to team members.

- Monitor team performance and identify areas for improvement.

- Conduct regular performance reviews and provide constructive feedback.

Client Relations:

- Manage client relationships and ensure all escalations are handled promptly and effectively.

- Maintain high client satisfaction levels by addressing client concerns and resolving issues efficiently.

- Proactively identify and address potential client concerns.

Operational Excellence:

- Oversee day-to-day operations to ensure efficiency, effectiveness, and adherence to established processes.

- Identify and implement process improvements to enhance team productivity and streamline operations.

- Develop and maintain key performance indicators (KPIs) to measure and track team performance.

Data Analysis & Reporting:

- Generate regular reports on team performance, key metrics, and operational efficiency.

- Analyze data to identify trends and make data-driven decisions.

- Utilize data to identify areas for improvement and optimize operational processes.

Strategic Planning:

- Proactively suggest strategies based on client queries and feedback to improve their overall experience.

- Collaborate with cross-functional teams to ensure smooth and efficient operations.

Qualifications:

- Bachelor's/Master's degree in Business Administration, Management, or a related field.

- Minimum of 1 year of experience in managing a team of 5+ FTEs, preferably in a role involving Sales, Support, or Operations teams.

- Strong leadership skills with the ability to inspire and motivate a diverse team.

- Excellent communication and interpersonal skills, both written and verbal.

- Proven track record of driving operational excellence and process improvements.

- Analytical mindset with the ability to use data to make informed decisions.

- Strong problem-solving and decision-making skills.

- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

- Experience with CRM software (e.g, Salesforce) is a plus