Operations Manager - Microsoft M365

Gigmo Solutions

2d•Remote

About The Position

Gigmo Solutions Pvt. Ltd is a fast-growing organization with global experience, having presence in several countries like America, Europe, Africa, and Asia. Gigmos aims to transform customer support domain by leveraging curated Gig workforce across the globe and using cutting edge AI technologies for increased support efficiency at reduced cost and enhanced flexibility. This role requires a candidate with solid leadership and analytical skills, strong business acumen, and a commitment to productivity. The ideal candidate is a self-starter, go-getter, proactive, and capable of learning and performing in a fast-paced environment. They should be dynamic, result-oriented, able to drive results through others, possess strong analytical and negotiation skills, and have excellent process orientation. Key responsibilities include creating strategies with senior management, developing policies aligned with organizational goals, implementing effective processes and standards, and collaborating with subordinate and senior management levels. The role involves managing team operations, creating new solutions, and adapting existing methods. The Operations Manager must understand strategic direction, communicate team goals, and keep the team updated on changes. They will also be responsible for preparing client presentations, understanding business needs and growth, providing guidance to Management Trainees, and handling client interactions, including presenting MBR and QBR. Tracking NSAT scores and team productivity, inducting new joiners, managing critical changes, initiating continuous service improvement plans, identifying and communicating risks, and managing team performance, career development, and retention are also key aspects of this role. An innovative and transformational mindset is desired to optimize processes.

Requirements

Minimum of 8+ years of experience as operation head/manager in Technical Support process (Microsoft M365)
Graduate with minimum 8 years of Experience as operation head/manager in Technical Support process (Microsoft M365)
Demonstrate solid leadership and analytical skills
Exhibit strong business acumen
Commitment to productivity
Self-starter, go-getter, proactive
Ability to learn and perform in a fast-paced environment
Dynamic, result oriented
Ability to drive results through others
Possess strong analytical and negotiation skills
Excellent process orientation
Experience in client handling
Ability to engage client efficiently
Innovative and transformational mindset

Nice To Haves

Presenting MBR, QBR is preferred.
Concierge LOB is preferred.

Responsibilities

Creating strategies with senior management and develop policies that will correlate with the organization goal.
Implementing effective processes and standards.
Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters.
Manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures.
Understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change.
Prepare the presentation for the client, highlight the challenges, raise the requirement/support if needed.
Responsible for providing guidance to our in-house Management Trainee.
Keep a close track of the NSAT Scores and the productivity of the team members.
Induct new joiners i.e Engineers and Team Leader about the technical support process.
Responsible for management of critical and complex changes wherever applicable.
Initiate and drive continuous service improvement plans.
Identification and communication of potential risks and dependencies in timely manner to stake holders.
Responsible for Performance management, career development and retention of the team members.
Identify opportunities to optimize processes.