Operations Manager

Job Summary

The Operations Manager reports directly to the GCEO & GVP. Successful candidate ensures that the needs of the customers are satisfied. His aim is to provide and promote excellent operations & customer service throughout the organization. He will be tasked with ensuring that quality service standards are met following outlined SOP and he will manage the operations/customer support team.

Major Responsibilities

• Manage and optimize daily operations related to hardware units’ installations, support, and maintenance.
• Oversee logistics for GPS hardware, including inventory, warehousing, and distribution to Technicians.
• Ensure smooth and timely product installations, maintenance, and issue resolution for clients.
• Lead, coach, and develop a team of operations, support, and Technicians staff.
• Foster a culture of accountability, high performance, and continuous learning within the team.
• Conduct regular performance reviews and provide ongoing feedback and support.
• Collaborate with the customer support team to ensure client satisfaction and timely resolution of service issues.
• Engage with key clients to understand their operational needs and provide insights to enhance the customer experience.
• Analyse customer feedback and suggest operational improvements to meet customer expectations.
• Identify, develop, and implement process improvements to streamline operations and increase efficiency.
• Monitor KPIs related to operational performance, quality, and customer satisfaction.
• Continuously review and refine operational workflows to reduce costs and improve service quality.
• Work closely with the Software and Hardware Development teams to ensure alignment between operational needs and product capabilities.
• Partner with the sales and marketing teams to support new product launches and promotional initiatives.
• Ensure effective communication and coordination with other departments to drive company goals.
• Manage the operational budget, including resource allocation and cost control.
• Analyse financial and petty cash reports to drive cost-saving initiatives to Operations Department.
• Develop and implement strategies for optimizing expenses without compromising service quality.
  
  

Skills & Competencies

• Strong project management skills with the ability to prioritize and manage multiple initiatives.
• Excellent leadership and people management skills.
• Analytical mindset with a focus on data-driven decision-making.
• Familiarity with fleet management or GPS tracking software.
  
  

Technical Skills

• Proficiency in operational management software, CRM, ERP, and project management tools.
• Strong understanding of KPI analysis and process improvement methodologies.
  
  

Soft Skills

• Strong problem-solving abilities and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, dynamic environment.
  
  

Minimum Educational Qualification

Bachelor’s degree in business administration, Engineering, or similar advanced degree.

Minimum Experience

05 Years

Proven experience leading teams and managing cross-functional projects.