Customer Service & Operations Function Leader, Director

7 - 13 years

20 - 25 Lacs

Posted:2 weeks ago| Platform: Naukri logo

Apply

Work Mode

Work from Office

Job Type

Full Time

Job Description

Join us as a Customer Service & Operations Function Leader
  • If you have strong team leadership skills, this is a chance to take on a role with high levels of responsibility and exposure to internal and external stakeholders
  • You ll lead a function to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomes
  • Youll drive improvements in productivity, efficiency and service performance by coaching, inspiring and developing the skills of your people
  • We are offering this role at director level
What youll do
As a Customer Service & Operations Function Leader, you ll be leading a dynamic customer facing chat process with 24*7 Operations . You ll maintain a focus on optimising capacity, reducing costs and increasing productivity while reducing operational losses and operational errors. We ll also look to you to maintain effective relationships with internal and external stakeholders, engaging and influencing them for efficiency gains, and keeping them up to date with any changes.
You ll also be:
  • Managing risk, developing and delivering continuous improvement and driving the strategic direction of the function
  • Helping to define performance indicators, measurements and the reporting of critical MI to enable the right decision making
  • Producing and maintaining an effective training and accreditation plan
  • Overseeing KPIs and taking actions to make sure that the unit maintains healthy matrices
  • Achieving financial targets and efficiency gains through process improvement initiatives
The skills youll need
We re looking for someone with strong people management skills, with the ability to successful engage and motivate teams to success. Alongside this, you ll have a good understanding of people processes and policies.
You ll also have previous experience of supply chain management, in a leadership role, with knowledge of best in class practices and processes and emerging supply chain thinking.
You ll also need:
  • Experience of working in a financial services environment, with knowledge of the industry and its customers
  • A good understanding of c hat platforms and setting up customer interaction model in the chat environment
  • Should have agile mindset for leading large operations through transformation and change management effectively
  • Familiarity with role modelling on future ready capabilities and skills that bring the best of people and technology together
Hours
45
Job Posting Closing Date:
10/07/2025

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview
cta

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

coding practice

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

RecommendedJobs for You

Mumbai, Thane, Navi Mumbai, Kalyan