Operations Manager Job at Corsearch (Mumbai)

Job Description

The Operations Manager is responsible for managing the efficient and effective execution of client operations within an assigned industry segment. You will lead a group comprising QAs, Moderators, Enforcers and other Analyst teams, ensuring the successful delivery of services and outcomes for all clients within your group. Working in collaboration with fellow Operations Managers and Brand Partners, you will play a key role in capacity planning and resource management - aligning forecasted demand with the right skillsets and team capabilities. You will also ensure that client needs are matched with the development goals of your team members, driving both performance and growth. In addition, you will oversee recruitment strategy, uphold best practices, manage performance at the individual level, and report on delivery performance at the industry level - contributing to the overall operational excellence and client success of the business.

Job Responsibility

Line management of Client Managers, Client Coordinators and Analysts with appropriate performance management, objective setting, career management and appraisals
As an escalation point for Brand Protection Partners, ensure the client priorities are delivered and that there is consistent application of SOPs across the industry segment
Manage the staffing needs for the Client Operations Teams within your segment, collaborating with your peers to assure resources are available to teams to meet forecasted demand, and to cover short-term peaks and troughs with efficient utilization metrics
Input to the recruitment strategy and hire and onboard new staff accordingly
Operational Management including continuous optimization of all aspects of the team delivery, internal reporting, managing KPIs, MBRs, managing the budget for delivery
Management of special projects e.g., Operational excellence, automation implementation, new tooling, restructures etc.
Providing leadership for broader initiatives, e.g. development and running of communities of expertise, supporting product champions, moving product requirements forward, liaising with Senior Partners to develop deeper industry insights based on delivery trends, ensuring training is fit for purpose
Maintain a high-level working knowledge of Salesforce, Float, Freshdesk, Asana, Client Success, Corsearch Academy, Corsearch Clubhouse, our OBP Platforms (Zero, Talisman, a Platform X, and Browser Plug-ins (BP Browser, IHAS, and Cyborg) as well as any other tools as they are created and introduced in order to champion their correct usage

Requirements

3+ years’ experience in brand protection or related role preferred (Preferably 3+ years as Client Manager/ Coordinator or equivalent management position)
2+ years’ management experience
Proven ability to line-manage large teams in a matrix-management set up – good communication, collaboration, coordination, receives and gives constructive feedback, sets clear delivery goals and expectations
Good team management skills – can set meaningful performance objectives, can lead a recruitment process and successfully onboard new hires, is structured in their approach to planning
Strong knowledge of the brand protection industry, including online infringement and counterfeiting (Preferred)
Strong interpersonal skills. Must be able to work well with others and build strong, positive relationships with their team members, colleagues, internal teams and other stakeholders
Ability to take both a strategic and tactical, pragmatic approach – finding and presenting trends and working to exploit these, whilst also managing to short-term issues and gaps
Excellent organizational and time management skills, with the ability to prioritize multiple tasks and projects ensuring that deadlines are met, and goals are achieved
Motivated and results-driven individual who takes a high degree of responsibility in their work
Servant-leader mindset to help teams work together, unblock obstacles to success and ensure a positive, successful environment for the teams to deliver well

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Operations Manager

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