General Manager – Operations

Job Title : General Manager – Operations Qualification : Graduates Relevant Experience : Minimum 15 years of relevant experience in managing International Customer Service Operations, Must Have Skills : • Strong experience managing International Customer Service Operations • Experience managing large teams of 350–400 FTEs • Strong people and team management skills • Excellent knowledge of operational strategies, KPI management and process improvement • Experience in workforce planning, resource allocation and capacity management • Strong client management and stakeholder management skills • Ability to handle complex customer service operations across multiple regions/cultures • Data-driven approach to improve efficiency and customer satisfaction Good Have Skills : • Experience managing teams across multiple regions and cultures • Proven experience in process improvement and implementing innovative solutions • Knowledge of regional regulations and cultural nuances • Proficiency in multiple languages would be an added advantage Roles and Responsibilities : • Lead and oversee international customer service operations • Manage a diverse team of 350–400 FTEs and drive a high-performance culture • Monitor and analyze KPIs to identify improvement areas and drive operational excellence • Develop and implement operational strategies, policies and procedures • Drive process improvements to enhance efficiency and customer satisfaction • Manage workforce planning, resource allocation and capacity management • Oversee recruitment, training and development of customer service teams • Collaborate with cross-functional teams to align operations with business objectives • Manage client engagements and build strong client relationships • Ensure consistent service quality and customer satisfaction across markets • Stay updated on industry trends, best practices and emerging technologies Location : Chennai CTC Range : 25lpa – 30 Lpa Notice Period : Immediate to 30 Days preferred Mode of Interview : Virtual Interview Shift Timing : Australian Shifts Mode of Work : Work From Office (WFO)