Job Description:

Job Title: Lead of Customer Operations

Location: Mumbai - HO

Department: Customer Experience

Reports To: Head of customer success

Job Type: Full-Time

About Us:

Birla Opus is a leading innovator in the paint industry, renowned for our commitment to excellence and customer satisfaction. Our mission is to provide top-quality products and unparalleled service to our clients. We are looking for a dedicated and experienced Lead of customer operations  to join our team and contribute to our success by managing customer operations and ensuring seamless journey.

 

Job Summary:

Lead of Costomer Operations is responsible for leading and overseeing the operations related to consumer and customer interactions, including handling complaints, managing queries, and ensuring high standard of customer experience. This role involves strategic oversight of processes and team management to support both consumer seeking to paint their homes and paint applicators/contractors using Opus products and services. The lead will work closely with various departments to enhance customers as well as consumers experience for complaints, queries and services

Key Responsibilities:

• Leadership and Strategy:
  • Develop and implement strategic plans for consumer and customer operations, aligning with overall business goals.
  • Lead, mentor, and manage a team of customer service and operations professionals, providing guidance and fostering a collaborative work environment.
  • Defining and ensuring SOPs are customer centric which enhances customer experience and differentiates Opus brand from others.
  • Set performance goals and metrics for the team, ensuring high standards of service and operational efficiency.
• Customer experience:
  • Oversee the management of customers interactions, ensuring timely and effective resolution of product and service-related processes
  • Develop and implement policies and procedures to enhance consumer and customer satisfaction via monitoring key KPIs
  • Understand local nuisances and develop strategies according to regional/zonal customer needs

 

• Complaint and Query Management:
  • Establish and manage processes for handling complaints and queries from consumers and customers, ensuring all issues are resolved promptly and satisfactorily.
  • Analyze complaint and query data to identify trends, root causes, and areas for improvement.
  • Work cross-functionally with product development, Legal, IT, marketing, contact center and sales teams to address and resolve product and service issues.
• Operational Excellence:
  • Monitor and evaluate operational performance, implementing improvements and efficiencies as needed.
  • Ensure compliance with company policies, industry regulations, and best practices in customer operations.
  • Monitor budgets related to customer operations, including resource allocation and cost control.
• Customer Experience Improvement:
  • Drive initiatives to enhance the overall customer experience, from initial contact through post-service support.
  • Stay abreast of industry trends, tecnologies and customer expectations to continually enhance service offerings.
• Reporting and Analysis:
  • Prepare and present reports on operational performance, Complaint resolution performance and insights from
  • Utilize data and analytics to make informed decisions and support strategic planning.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Management, or a related field. A Master’s degree or relevant certifications (e.g., Customer Experience Management, Project Management) is a plus.
• Experience: Minimum of 10-12 years of experience in customer service or operations management, with at least 3-5 years in a leadership role. Experience in B2C and D2C business will be a good fit for this role
• Skills:
  • Strong leadership and team management skills, with a track record of driving operational excellence.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to analyze data, identify trends, and make strategic decisions based on insights.
• Attributes:
  • Customer-focused mindset with a strong commitment to improving consumer and customer satisfaction.
  • Ability to manage multiple priorities and projects in a fast-paced environment. Managing multiple stakeholders is must.
  • Strategic thinker with a proactive approach to problem-solving and process improvement.

 

Qualifications:

Minimum Experience Level:
10-12 Years

Report to:
Assistant Vice President