Matrix - Manager - Service Delivery (3-5 yrs)

Job Summary :

- The Client Operations Manager is responsible for managing the delivery of back-office operations for multiple clients, ensuring efficient service delivery and maintaining high levels of client satisfaction.

- The role involves working closely with clients to understand their requirements, address any issues, and implement process improvements for optimized service delivery.

- The ideal candidate will have experience in managing back-office operations and leading a team of up to 75 people.

Key Responsibilities:

- Client Management: Serve as the primary point of contact for multiple clients, building strong relationships and ensuring that client needs are met.

- Service Delivery: Manage and oversee back-office operations, ensuring smooth execution of services in line with client expectations and service level agreements (SLAs).

- Team Management: Lead and manage a team of up to 75 members, ensuring high performance and productivity.

- Issue Resolution: Identify and resolve operational challenges in a timely manner, ensuring minimal disruption to client services.

- Process Improvement: Analyze current processes, identify inefficiencies, and implement improvements to enhance productivity and service quality.

- Reporting & Analysis: Prepare and present regular performance reports to clients and internal stakeholders, highlighting key metrics and areas for improvement.

- Client Onboarding: Support the onboarding of new clients by ensuring their requirements are seamlessly integrated into the operations.

Skills:

- Strong communication and interpersonal skills.

- Excellent problem-solving abilities and attention to detail.

- Ability to manage multiple client accounts simultaneously.

- Proficiency in Microsoft Office Suite and CRM software.

- Analytical mindset with the ability to interpret data and make data-driven decisions.