Group Lead - Operations

KEY RESPONSIBILITIES:Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.Provide excellent customer service and determine the needs of the client.Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.Participate in the development and presentation of proposals for business development.Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.Profit and LossEstablish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.Manage and drive performance from the Team Leads and Associates in meeting SLAs and KPIsManage program attritionPeople developmentAnalyze performance trends and provide process improvements and resolutionCollaborate with the Support groups in identifying gaps in the process and providing action plans and resolutionREQUIRED:Candidate must possess at least a Bachelor's/College Degree, any field.At least 3 year(s) of working experience in the related field is required for this position.Preferably Senior Team Lead / Assistant Manager specializing in Customer Service or equivalent.