Senior Executive/TL - Service Ops

Job Summary

We are looking for an experienced and dynamic Operations professional to join our team as a Senior Representative / Team Lead. The ideal candidate should have strong operational expertise, excellent communication skills, and a customer-centric mindset. Candidates with a service industry background will be preferred.

Key Responsibilities

• •Manage day-to-day operational activities and ensure smooth process execution.
• •Monitor team performance and ensure achievement of operational KPIs and service levels.
• •Drive process efficiency, productivity, and quality improvements.
• •Handle escalations and resolve customer/service-related issues in a timely manner.
• •Coordinate with internal stakeholders and cross-functional teams for seamless operations.
• •Ensure adherence to organizational policies, compliance requirements, and standard operating procedures.
• •Prepare and analyse operational reports, MIS, and performance dashboards..
• •Mentor, coach, and guide team members to improve performance and enhance productivity.
• •Identify training needs and support capability-building initiatives within the team.
• •Contribute to process improvement initiatives and implementation of best practices.
• •Maintain high levels of customer satisfaction through effective service delivery.

Required Skills & Qualifications

• •5-6 years of experience in Operations, preferably from a service industry background.
• •Graduate in any discipline.
• •Strong communication skills, both verbal and written.
• •Should have Tamil language proficiency
• •Good stakeholder management and interpersonal skills.
• •Ability to manage multiple priorities and work in a fast-paced environment.
• •Experience in team handling, coaching, or leadership responsibilities will be an added advantage.
• •Customer-focused approach with strong attention to detail.
• •Self-motivated, proactive, and result-oriented individual.