About the role
The Operations Manager (OM) will manage day-to-day operational activities of our key business clients by following proven processes to nurture the business accounts. The OM will conduct high-level conversations with senior executives about their business, their problems, and their operations. The successful candidate will be a strongly self-motivated and driven individual who is goal-oriented, methodical, and tenacious, and can effectively interact with a team. The role involves managing merchant relationships, program implementation and managing internal stakeholders.
Responsibilities:
- Manage all the required Operational activities.
- Ensure that our processes and procedures are followed smoothly, and timelines are met.
- Lead continuous improvement initiatives, identify inefficiencies, streamline processes and implement best practices across ICC to drive operational excellence.
- Evaluate current workflows to identify areas of improvement, implement changes to enhance efficiency, and ensure scalability.
- Create and maintain SOPs, process documents, and operational controls.
- Develop tools and processes for existing clients such as the tracking and delivery of commitments, and metric reporting.
- Orchestrate discussions with senior execs around their business needs.
- Collaborate with internal and external stakeholders to ensure operational excellence and alignment with ICC goals.
- Lead and mentor operations teams handling daily processing and validation activities.
- Establish operational best practices and an ownership culture.
- Own end-to-end communication and resolution with partners and internal support team to solve queries and ensure seamless operations.