Sr Associate

We are seeking a proactive and detail-oriented Senior Associate - Operations to oversee day-to-day operational activities, ensure excellent customer service delivery, manage support functions, conduct customer demonstrations, and drive process improvements through data-driven decision-making. The ideal candidate should possess strong operational management skills, customer-centric thinking, and the ability to analyze data to identify trends, improve efficiency, and support business growth.

Key Responsibilities Operations Management

• Manage and monitor daily operational activities to ensure smooth service delivery.
• Track operational KPIs and ensure adherence to defined SLAs and quality standards.
• Identify process gaps and implement continuous improvement initiatives.
• Coordinate with internal teams and external stakeholders to resolve operational issues efficiently.
• Develop and maintain operational SOPs, workflows, and documentation.

Client Service Support

• Act as the primary point of contact for client escalations and critical issues.
• Ensure timely resolution of client queries, complaints, and service requests.
• Monitor client satisfaction levels and implement measures to enhance client experience.
• Collaborate with technical and support teams to drive issue resolution and service excellence.
• Prepare and present periodic service review reports to clients and management.

Product Demonstrations Client Engagement

• Conduct product demonstrations, solution walkthroughs, and onboarding sessions for prospective and existing clients.
• Understand client requirements and effectively communicate product capabilities and benefits.
• Support the sales and business development teams during client presentations and proof-of-concept activities.
• Gather client feedback and coordinate with relevant teams for product and service enhancements.

Data Analysis Reporting

• Analyze operational and client data to identify trends, bottlenecks, and improvement opportunities.
• Develop dashboards, MIS reports, and performance metrics using Excel and other reporting tools.
• Generate actionable insights to improve operational efficiency and client satisfaction.
• Monitor key business metrics and provide recommendations for process optimization.
• Support management with data-driven decision-making and forecasting.

Team Coordination

• Coordinate with cross-functional teams including Operations, Client Success, Product, Technology, and Sales.
• Support training and mentoring of team members where applicable.
• Drive accountability and ownership across operational processes.

Required Qualifications:

• 3-5 years of experience in Operations Management, Client Support, Client Service, or Service Delivery. (B.Tech is mandatory)
• Experience in managing client interactions, escalations, and operational processes.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong stakeholder management and presentation skills.

Preferred Skills

• Advanced proficiency in Microsoft Excel and familiarity with SQL.
• Experience with CRM, Ticketing, or Helpdesk platforms.
• Understanding of AI-driven workflows, prompt engineering, and practical applications of AI in operations, customer service, and business process management will be an added advantage.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.