Job Summary: The Operations Manager reports directly to the GCEO & GVP. Successful candidate ensures that the needs of the customers are satisfied. His aim is to provide and promote excellent operations & customer service throughout the organization. He will be tasked with ensuring that quality service standards are met following outlined SOP and he will manage the operations/customer support team.Major Responsibilities:
Manage and optimize daily operations related to hardware units installations, support, and maintenance.
Oversee logistics for GPS hardware, including inventory, warehousing, and distribution to Technicians.
Ensure smooth and timely product installations, maintenance, and issue resolution for clients.
Lead, coach, and develop a team of operations, support, and Technicians staff.
Foster a culture of accountability, high performance, and continuous learning within the team.
Conduct regular performance reviews and provide ongoing feedback and support.
Collaborate with the customer support team to ensure client satisfaction and timely resolution of service issues.
Engage with key clients to understand their operational needs and provide insights to enhance the customer experience.
Analyse customer feedback and suggest operational improvements to meet customer expectations.
Identify, develop, and implement process improvements to streamline operations and increase efficiency.
Monitor KPIs related to operational performance, quality, and customer satisfaction.
Continuously review and refine operational workflows to reduce costs and improve service quality.
Work closely with the Software and Hardware Development teams to ensure alignment between operational needs and product capabilities.
Partner with the sales and marketing teams to support new product launches and promotional initiatives.
Ensure effective communication and coordination with other departments to drive company goals.
Manage the operational budget, including resource allocation and cost control.
Analyse financial and petty cash reports to drive cost-saving initiatives to Operations Department.
Develop and implement strategies for optimizing expenses without compromising service quality.
Skills & Competencies
Strong project management skills with the ability to prioritize and manage multiple initiatives.
Excellent leadership and people management skills.
Analytical mindset with a focus on data-driven decision-making.
Familiarity with fleet management or GPS tracking software.
Technical Skills
Proficiency in operational management software, CRM, ERP, and project management tools.
Strong understanding of KPI analysis and process improvement methodologies.
Soft Skills:
Strong problem-solving abilities and attention to detail.
Excellent verbal and written communication skills.
Ability to work in a fast-paced, dynamic environment.
Minimum Educational Qualification: Bachelors degree in business administration, Engineering, or similar advanced degree.Minimum Experience: 05 YearsProven experience leading teams and managing cross-functional projects.
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