Operations Manager - Service

Job Description

Title: Operations Manager - Service

Company Name: Haier Bangladesh Ltd

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: --

Experience:

• 5 to 7 years
• The applicants should have experience in the following business area(s): Direct Selling/Marketing Service Company

• Bachelor/Honors
• Masters

• Bachelor`s or Master`s degree in Business Administration, Industrial Engineering, or a related field.

• 5 to 7 years
• The applicants should have experience in the following business area(s): Direct Selling/Marketing Service Company

• 5-7 years of experience in service operations, process management, or customer experience functions (home appliance or electronics industry preferred).

• Strong knowledge of service operations and process optimization.

• Excellent communication, leadership, and analytical skills.

• Advanced proficiency in Excel, reporting, and CRM tools.

Reports To: Head of Service

About the Role:

The Operations Manager Service is responsible for optimizing processes, improving efficiency, and ensuring smooth service delivery through escalation management, audits, IT coordination, and financial control. This role demands strong leadership and a data-driven approach to enhance service quality, reduce costs, and ensure excellent customer experience.

Key Responsibilities:

• Manage escalations and VOC (Voice of Customer) from email, chat, board-line, legal, and social media platforms to ensure timely resolution and service improvement.

• Coordinate and close customer cases efficiently, preparing weekly case studies for continuous improvement.

• Lead service audit sample selection, physical/call audit, deviation reporting, and corrective action enforcement.

• Identify process gaps, design workflow improvements, and introduce new technologies to enhance efficiency.

• Support IT operations by gathering system requirements, addressing gaps, and verifying CRM databases.

• Oversee KPI design, performance evaluation, and reporting under EMC (Evaluation, Monitoring & Control) to align results with service strategy.

• Manage payouts and partner audits, ensuring SR settlement accuracy and timely reconciliation.

• Control service budgets and expenses while driving cost optimization and revenue performance.

• Handle contracts and payments for service franchisees (SF) and vendors, ensuring compliance and balance accuracy.

• Conduct process training sessions to enhance team capability and service quality standards.

• Why Join Us?

• Competitive compensation and benefits package.

• Contributory Provident Fund and Gratuity Fund.

• 2 festival bonuses, each equivalent to one month`s basic salary.

• Insurance for the Employee only.

• A collaborative, supportive work environment with opportunities for growth.