[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 developing policies that will correlate with the organization goal.
• Implementing effective processes and standards.
• Working in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters.
• Managing team operations, creating new solutions, leveraging and adapting existing methods and procedures.
• Understanding the strategic direction set by senior management, clearly communicating team goals, deliverables, and keeping the team updated on change.
• Preparing presentations for clients, highlighting challenges, and raising requirements/support if needed.
• Providing guidance to in-house Management Trainee.
• Engaging clients efficiently, presenting MBR, QBR is preferred.
• Tracking NSAT Scores and the productivity of team members.
• Inducting new joiners (Engineers and Team Leaders) about the technical support process.
• Managing critical and complex changes wherever applicable.
• Initiating and driving continuous service improvement plans.
• Identifying and communicating potential risks and dependencies in a timely manner to stakeholders.
• Responsible for performance management, career development, and retention of team members.
• Having 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.
• Shift Timings - Rotational (As per business need, it can be NOAM, EMEA, LATAM, Graveyard).

Benefits

• Remote opportunity (Work from Home).