Vertical Lead (Operations)

Job highlights

• The Vertical Leader must familiarize themselves with the clients business processes,services,products,and goals to build trust and meet their requirements. Driving Client Satisfaction
• Conversely,the Vertical Leader must also communicate operational challenges to the client and work collaboratively to find mutually agreeable solutions

The Vertical Leader is a proactive and strategic leader responsible for overseeing a specific business vertical. This role involves ensuring smooth operations, achieving key performance metrics, and leading a high-performing team. The ideal candidate will possess strong operational expertise and the ability to drive strategic initiatives within their assigned vertical.

Responsibility

1. Client Management and Interaction
   The Vertical Leader analyzes and documents all client interactions to ensure a seamless and progressive communication flow. They are responsible for following through on action items to meet client demands and requirements, and for sharing interaction details with the internal team to facilitate appropriate actions.
2. Client Retention and Needs Analysis
   This role requires a deep understanding of existing clients and the implementation of effective retention strategies. This includes providing fast support, personalizing interactions, and collecting feedback. The Vertical Leader must familiarize themselves with the clients business processes, services, products, and goals to build trust and meet their requirements.
3. Driving Client Satisfaction
   The Vertical Leader is responsible for fulfilling all commitments and meeting client requirements. They must create an environment that encourages open communication and provides a seamless experience for clients.
4. Providing Regular Progress Updates
   Regularly update clients on project progress, detailing work completed and resource
   management. The Vertical Leader must anticipate and prepare for potential challenges,
   leveraging past project experiences to mitigate future risks.
5. Managing Client Feedback and Escalations
   Attend to client feedback and constructive criticism, routing it to the appropriate department or resources for resolution. Conversely, the Vertical Leader must also communicate operational challenges to the client and work collaboratively to find mutually agreeable solutions.

• Bachelor in Business Administration, Ops Management, or related field.
• Minimum of 5-7 years of experience in operations management, BPO, or a related industry.
• Strong problem-solving and decision-making skills.
• Excellent communication, client and stakeholder management abilities.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.
• Experience with data analysis and performance optimization

Benefits

1. Salary and Benefits
   Attractive compensation depending on experience and skills: Salary + Annual Bonus.
2. Working Environment
   An open and honest culture where people are valued, treated fairly and trusted and empowered; Training and career development opportunities