Jobs at Avetium Consult Limited

Responsibilities

• Resolve Queries: Investigate and resolve customer complaints or discrepancies regarding their accounts, transactions, or other services, ensuring timely and effective solutions.
• Transaction Support: Assist customers with transactional issues such as online banking, ATM usage, and payment processing, ensuring smooth operations for all financial transactions.
• Account Maintenance: Help customers with account-related issues such as updating personal information and activating or deactivating cards.
• Escalation Handling: Identify and escalate unresolved or complex issues to the appropriate departments, ensuring swift and effective resolutions.
• Compliance and Security: Ensure all customer interactions and transactions comply with regulatory guidelines and the institution's security protocols.
• Maintain Customer Records: Update and maintain accurate customer records in the institution’s database, ensuring all interactions and resolutions are properly logged.
• Feedback and Reporting: Collect customer feedback, identify service trends, and report insights to management for continuous improvement of services.

Job Requirement

• Candidates should possess a minimum of First degree
• 2 - 3 years experience in customer service.
• Excellent verbal and written communication skills, with the ability to explain complex financial terms in simple language
• Understanding of company products, services, and policies.
• Ability to work collaboratively with internal teams to ensure customer satisfaction and service efficiency
• Ability to think critically and resolve customer issues efficiently
• Ability to work collaboratively with internal teams to ensure customer satisfaction and service efficiency.

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Job Description

• The Operations Manager within the Enterprise Business Operations department is responsible for overseeing and managing a multi-functional team tasked with delivering core enterprise services, including order management, second-level support, billing, payments, customer care, and contracts administration.
• The Operations Manager plays a pivotal role in ensuring seamless operational processes and service excellence for all enterprise clients, aligned with the organization’s strategic goals.
• This position requires strong leadership capabilities, strategic oversight, and a focus on continuous process improvement to enhance efficiency, optimize service delivery, and maintain client satisfaction.
• The Operations Manager will work closely with cross-functional teams, including finance, IT, and customer support, to ensure the successful implementation of initiatives and resolution of complex operational issues.

Job Responsibilities
Team Leadership and Management:

• Oversee the operations team responsible for order management, billing, payments, customer care, second-level support, and contracts administration.
• Foster a culture of accountability, continuous learning, and operational excellence among team members.
• Develop and implement performance management strategies for the team, ensuring individual and team goals align with company objectives.

Service Delivery Oversight:

• Ensure timely and accurate execution of all operational tasks, including order fulfillment, contract management, customer queries, and billing processes.
• Monitor service delivery KPIs to ensure the team meets or exceeds service level agreements (SLAs) and client expectations.
• Address escalations and ensure prompt resolution of complex customer issues.

Process Improvement & Optimization:

• Identify opportunities for process enhancements to improve efficiency, reduce errors, and enhance customer satisfaction.
• Lead the implementation of process improvement initiatives, leveraging methodologies like Lean Six Sigma.
• Collaborate with the IT team to streamline workflows and enhance system capabilities for operational tasks.

Financial & Operational Reporting:

• Monitor and report on operational performance metrics, including billing accuracy, order fulfillment, and customer service efficiency.
• Ensure financial integrity in billing and payment processes, collaborating closely with the finance department for accurate financial reporting.

Stakeholder Management:

• Act as the primary liaison between enterprise clients and internal teams, ensuring alignment on service delivery expectations and operational requirements.
• Collaborate with other departments such as sales, finance, and IT to ensure smooth cross-departmental coordination and the successful implementation of enterprise-wide initiatives.

Risk Management and Compliance:

• Ensure operational processes comply with industry regulations, internal policies, and contractual obligations.
• Mitigate operational risks by developing contingency plans, identifying potential vulnerabilities, and implementing corrective actions.

Strategic Alignment:

• Align operations strategies with the company’s overall mission and growth objectives.
• Support senior leadership in developing long-term operational strategies that enhance competitiveness and operational scalability.

Educational Qualifications & Required Experience

• Bachelor’s Degree in Business Administration, Operations Management, or a related field.
• Master’s Degree in Business Administration (MBA) or relevant field is preferred.
• 8 - 10 years of experience in operations management, preferably within a Business Process Outsourcing (BPO) or enterprise service environment.
• Experience in leading and managing multi-functional teams across various service areas.
• Proven track record in managing complex operational workflows, customer service management, and process improvement initiatives.

Industry-Specific Certifications (Preferred):

• Lean Six Sigma (Green/Black Belt)
• Project Management Professional (PMP) certification
• ITIL (Information Technology Infrastructure Library) Certification.

Competencies:
Knowledge:

• In-depth understanding of enterprise business operations, including order management, billing, customer care, and contracts administration.
• Strong knowledge of BPO industry trends, regulatory requirements, and compliance standards.
• Proficient in using enterprise resource planning (ERP) systems and customer relationship management (CRM) tools.

Skills:

• Leadership: Ability to lead cross-functional teams, fostering collaboration and performance excellence.
• Analytical Thinking: Strong data analysis skills to monitor performance metrics, identify trends, and recommend improvements.
• Problem Solving: Excellent problem-solving skills with a focus on resolving complex operational issues in a timely manner.
• Communication: Effective written and verbal communication skills to interact with clients, internal teams, and senior leadership.

Behaviors:

• Proactive: Demonstrates initiative and foresight in identifying potential operational challenges and opportunities.
• Results-Oriented: Focused on achieving high standards of service delivery and operational efficiency.
• Adaptable: Flexible in adapting to new processes, tools, and industry changes to enhance operational performance