Senior Manager -Operations (International BPO)

Responsibilities & Accountabilities:

The below are the basic roles and responsibilities:

• 'Own' the client relationship from the point of sale
• Lead, manage, and support the early life account management team
• Ensure, always, that new clients' problems are resolved quickly, by owning the issue and tracking resolution through the relevant back office/frontline teams
• Deliver growth in revenue including upselling products and increasing online and offline orders
• Resolve any issues created during the sale, including mismatch between client need and products sold
• Align packages with client affordability within a framework to be agreed - ensuring prompt action is taken to address clients that aren't getting what they expected or needed and neither are we
• Work closely with territory managers and regional support agents to create a streamlined approach to issue resolution and relationship management
• Understand the competitor environment
• Understand how Foodhub fits in to the industry and where, and actively research and learn everything about the industry from a commercial and a product perspective - ensuring a deep understanding about how to move the dial at a client level, generating value for clients wherever possible.

Requirements

• Excellent communication skills

• Minimum of 6 - 10 years in Managerical role.

• Intelligent and analytical - ability to go deeper than understanding the problem, providing creative and multi-dimensional resolutions

• Candidate with a desire to push the boundaries, try new things and risk failure with a reasonable degree of control!

• A natural leader that can inspire, encourage, and create exceptional levels of care and passion for the business within the team

• An imperfect perfectionist able to keep progressing without getting too bogged down in issues that cannot be easily resolved