Operations Manager, Customer Service

About the role

To do this, we provide enterprise risk management services and programs specifically designed for each client. Bonded together, we share a commitment to integrity, vigilance, and excellence. The Operations Manager (OM) leads day-to-day operations for the CS India email team within the Business Assurance Centre (BAC).

What you'll do

• Conduct regular 1:1s with each supervisor to review performance, address gaps, and develop capability
• Ensure supervisors can independently coach their frontline associates — building capability at the supervisor level that cascades to the team
• Deliver consistent feedback aligned with the other Operations Manager(s) so that expectations remain uniform across all shifts and supervisors
• Identify supervisor skill gaps and create targeted development plans
• Lead, not manage passively — be present, visible, and decisive in setting direction for the supervisory team

What you need

• 3–6 yrs of experience
• Customer service
• Six Sigma
• Salesforce
• Lean
• Communication
• Escalation handling
• Any graduate

Good to have

• Root cause analysis