Business Operations Manager

Job description
Position Summary :

As part of the Business Operations team, you will support a network of dealers who sell device protection, extended warranty, or offer exchange services on smartphones and other consumer electronics products. You will lead a team of professionals that is responsible for providing support to dealers to resolve key problems.

Key Responsibilities :
• Ensure complete, comprehensive onboarding of dealers within the Servify platform, in line with the company’s guidance and processes
• Resolve customer and market queries pertaining to dealer support
• Ensure on-time activation of protection and warranty plans as requested by dealers
• Based on training provided by the company, manage configurations of the Servify platform to deliver the desired results to market partners
• Implement new systems and processes to reduce problems and gaps
• Engage with key brand stakeholders to satisfy their queries and requirements
• Train, mentor and guide team to solve operational problems

Requirements :
• Minimum 7+ years of experience in Business Operations Support
• Experience in leading a team of customer support personnel
• An MBA / Post graduate qualification in management is desirable
• Basic understanding of operations excellence practices, such as debottlenecking, quality control principles, scope management, and project planning
• Experience in managing a customer support helpline (e-mail or voice), communicating with customers on areas of concern, and managing customer expectations
• Customer focused mindset and willingness to go the extra mile to deliver value for the customer and the organization
• Knowledge of advanced Excel functions, including all three types of lookup functions, text string modification such as MID, multiple IF statements, and using TRUE/FALSE logic to identify exceptions in Excel without macros
• Excellent communication skills are a must
• Candidates must be familiar with the basic principles of GST, including what is an input tax credit and how customers are invoiced under the GST regime