Job Description

Department

Customer Service and Experience

Location

Nepal

Description

to be added

Key Responsibilities

Team Leadership and Management

Lead, mentor, and develop a team of 20 - 30 professionals, fostering a high-performance culture and supporting individual career growth.

Set clear performance expectations, deliver regular constructive feedback, and conduct performance appraisals in alignment with organizational goals.

Manage team capacity, staffing, and resource allocation to ensure operational demands are met effectively.

Cultivate a collaborative and inclusive environment that promotes knowledge sharing, continuous learning, and team cohesion.

Operational Excellence

Implement and refine operational policies and procedures to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs).

Monitor, analyze, and report on operational metrics and trends, identifying areas for improvement and executing action plans to boost efficiency and quality.

Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance uplift.

Proactively address workflow challenges, resolve escalations, and ensure timely and effective problem resolution.

Cross-Functional Team Management

Collaborate closely with other departments such as HR, Training, Quality Assurance, IT, and Workforce Management to align operational activities and achieve shared goals.

Act as a liaison between frontline teams and support functions, ensuring clear communication, coordinated efforts, and streamlined workflows.

Facilitate cross-functional projects and initiatives to enhance end-to-end process efficiency and service delivery.

Represent team interests in cross-departmental meetings and contribute to organizational planning and strategy.

Process Improvement and Innovation

Identify, evaluate, and implement process improvements, automation, and best practices to increase productivity and quality while reducing costs.

Encourage a culture of innovation by empowering team members to propose and pilot new ideas, tools, and methods.

Stay current with industry trends, emerging technologies, and best practices to drive operational innovation and maintain a competitive edge.

Lead or contribute to change management initiatives to ensure smooth adoption of new processes and technologies.

Skills, Knowledge & Expertise

Experience: 4+ years in Operations Management or similar leadership roles, preferably in Customer Service, Ride-hailing industry.

Availability

Must be open to rotational shifts

Language

English Level or Regional Language Proficiency.

Skills

Strong leadership and people management abilities

Excellent analytical and problem-solving skills

Proven experience in cross-functional collaboration and project management

Ability to drive process improvements and operational efficiencies

Effective communication and interpersonal skills

Proficiency in performance monitoring tools and MS Office/Google Workspace