Operations Manager

Job Introduction

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Operations Manager/ Assistant Manager to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibilities

• Manage the after-sales team by setting service standards and ensuring KPIs are met;
• Ensure strong and clear coordination between departments for minimal resolution times;
• Continually devise and monitor operational processes for optimal service delivery, customer satisfaction and productivity;
• Identify and implement new strategies for increasing customer satisfaction, loyalty and retention by going above and beyond expectations;
• Resolve managerial level customer grievances or special requests;
• Weekly/monthly reporting for management review;
• Demonstrate a high level of leadership skills and provide necessary training and guidance to the after-sales service team’s staff to achieve full competencies and the highest brand image possible.

Requirements

• Diploma/Bachelor Degree in Engineering/ Business with outstanding academic performance;
• Minimum of 5 years’ experience in Customer Service within automotive aftermarket or SAAS industry, experience in a similar industry is an added advantage;
• Excellent written and verbal communication skills;
• Proficient in English;
• Good leadership and management skills with strong problem-solving competency and an out-of-box approach in providing solutions.