[Hiring] Operations Manager @Gigmo Solutions

Role Description

You demonstrate solid leadership and analytical skills, exhibit strong business acumen, as well as commitment to productivity. You are a self-starter, go-getter, proactive and could learn and perform in a fast-paced environment. You are dynamic, result-oriented and could drive results through others, possess strong analytical and negotiation skills and excellent process orientation.

• Creating strategies with senior management and develop policies that will correlate with the organization goal.
• Implementing effective processes and standards.
• Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters.
• Manage team operations, create new solutions, leveraging and adapting existing methods and procedures.
• Understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change.
• Prepare presentations for clients, highlight challenges, and raise requirements/support if needed.
• Provide guidance to in-house Management Trainee.
• Experience in client handling, engage clients efficiently, presenting MBR, QBR is preferred.
• Keep a close track of the NSAT Scores and the productivity of team members.
• Induct new joiners (Engineers and Team Leaders) about the technical support process.
• Management of critical and complex changes wherever applicable.
• Initiate and drive continuous service improvement plans.
• Identification and communication of potential risks and dependencies in a timely manner to stakeholders.
• Responsible for performance management, career development, and retention of team members.
• Have an innovative and transformational mindset to identify opportunities to optimize processes.

Qualifications

• Graduate with minimum 8 years of experience as operation head/manager in Technical Support process (Microsoft M365).
• Concierge LOB is preferred.

Requirements

• Minimum of 8+ years of experience as operation head/manager in Technical Support process (Microsoft M365).
• Hardware Pre-requisites: Laptop (16 GB RAM), Windows 11 Pro, Internet speed - min 50 MBPS upload and download.
• Work Location: Remote opportunity (Work from Home).
• Shift Timings: Rotational (As per business need, it can be NOAM, EMEA, LATAM, Graveyard).