Operations Manager

Tasks & Responsibilities:I) Management:• Improving operational management systems, processes, and best practices• Establishing customer service policies and procedures to increase the quality of customer service• Setting customer satisfaction targets and working with the team to meet targets consistently• Conduct quality control tests to ensure organization standards are being met.• Take part in recruiting, training, and supervising the team• Coordinate staff schedules and ensure a rational timesheet.• Occasionally crosscheck and reconcile the transactions• Monitor employee activities and provide guidance where needed.• Encourage a positive work environment and culture for the team• Work closely with legal and compliance departments to ensure that activities remain compliant.• Keep track and update the system's errors and work directly with IT to resolve them.• Staying updated on developments in the customer services field• Create and send reports to the Board of Directors.II) Operation:• Implement and apply contemporary performance management techniques.• Utilize customer experience systems to enhance service quality across various communication channels (calls, texts, emails, etc.).• Improve overall customer satisfaction by optimizing interactions and ensuring high standards of service.• Professionally deals with customers' inquiries promptly• Operate EzyRemit backend system• Responsible for processing all transactions efficiently.• Resolve and follow up on pending transactions, escalating where needed• Ensuring all transactions are performed following the company's compliance Rules• Conduct department's reports• Assist the General Manager in creating Operations documents.• Ad-hoc tasks