General Manager – Operations

Job Title : General Manager – Operations Qualification : Graduates Relevant Experience : Minimum 15 years of relevant experience in managing International Customer Service Operations, Must Have Skills :

• Strong experience managing International Customer Service Operations
• Experience managing large teams of 350–400 FTEs
• Strong people and team management skills
• Excellent knowledge of operational strategies, KPI management and process improvement
• Experience in workforce planning, resource allocation and capacity management
• Strong client management and stakeholder management skills
• Ability to handle complex customer service operations across multiple regions/cultures
• Data-driven approach to improve efficiency and customer satisfaction Good Have Skills :
• Experience managing teams across multiple regions and cultures
• Proven experience in process improvement and implementing innovative solutions
• Knowledge of regional regulations and cultural nuances
• Proficiency in multiple languages would be an added advantage Roles and Responsibilities :
• Lead and oversee international customer service operations
• Manage a diverse team of 350–400 FTEs and drive a high-performance culture
• Monitor and analyze KPIs to identify improvement areas and drive operational excellence
• Develop and implement operational strategies, policies and procedures
• Drive process improvements to enhance efficiency and customer satisfaction
• Manage workforce planning, resource allocation and capacity management
• Oversee recruitment, training and development of customer service teams
• Collaborate with cross-functional teams to align operations with business objectives
• Manage client engagements and build strong client relationships
• Ensure consistent service quality and customer satisfaction across markets
• Stay updated on industry trends, best practices and emerging technologies Location : Chennai CTC Range : 25lpa – 30 Lpa Notice Period : Immediate to 30 Days preferred Mode of Interview : Virtual Interview Shift Timing : Australian Shifts Mode of Work : Work From Office (WFO)