Officer-Operations

Basic requirements :

5 years working experience with project management, change management , automations skill / knowledge

Good understanding of data analysis

Job Summary
• This role is responsible for managing operational business relationships with accounts, optimizing strategies, and serving as a point of contact for customers/partners for operational issues. The role participates in contract negotiations, works towards process improvements while supporting project/account teams, and identifies risks and challenges. The role gathers customer feedback, manages records of customer interactions, and prepares reports for senior management.

Responsibilities
• Manages the operational business relationship with mid-sized to large accounts while supporting project and account teams in designing customer solutions and optimizing operational processes.
• Analyzes account financials to develop financial strategies to maximize profitability and ROI for both the organization and the customer.
• Acts as a point of contact for customers and/or partners for operational issues, concerns, and escalations.
• Identifies process gaps, advocates for process improvements, and implements changes to enhance operational efficiency and customer satisfaction.
• Prepares presentations and reports for senior management and key stakeholders, outlining the status of strategic accounts, financial performance, and operational excellence initiatives.
• Participates in negotiations for contracts and agreements with key customers or partners to ensure that terms are favorable and aligned with the organization's objectives.
• Develops strategies for gathering, analyzing, and acting on customer feedback to improve customer satisfaction and loyalty.
• Maintains detailed records, documentation, and reports related to customer interactions, operational processes, and project progress in adherence to all relevant regulations and standards.
• Identifies and manages risks associated with customer accounts and operational processes to ensure business continuity.
• Stays updated with the latest industry trends and technological advancements while guiding junior team members in navigating day-to-day challenges.

Education & Experience Recommended
• Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in account management, business development, supply chain, customer service, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications/ Knowledge & Skills
Degree in relevant Business, Marketing, IT or Data Science

Knowledge in Macro , Power BI development, good understanding of data analysis

Microsoft Power Platform, Power Automate

RPA skills using UIPath, Automation Anyware

PMP, Agile Practitioner

Change Management certification

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.