Artoo | Operations Team Lead
16255
page-template-default,page,page-id-16255,ajax_fade,page_not_loaded,,qode-content-sidebar-responsive,transparent_content,qode-theme-ver-10.0,wpb-js-composer js-comp-ver-5.0.1,vc_responsive

Operations Team Lead

At Artoo, we are driven by the passion to use the power of technology to make financial services accessible to the people who need and deserve them the most, the entrepreneurial poor. These, we believe, are tomorrow’s heroes who will make the greatest difference to the nation.

If you’re someone who can build close and deep relationships with clients and can engage in the most resonating line of business conversations with them, then working with us will let you explore and create real impact to people’s lives.

How will you help us drive the change?

Artoo is developing a mobile and cloud platform that leverages the power of big data for financial institutions who serve small businesses.

The results we’ve delivered for our clients include 500% improvement in productivity, 40% decrease in turn-around-time, and a 45% decrease in customer acquisition cost. Overall, a mind blowing 800% ROI.

So, as an Operations Team Lead at Artoo, you’ll help us in delighting clients, handling escalations, and foster relationships with them through our product offerings.

IMG_6824

Who are we looking at?

You’ve formidable skills in consultative, solution-selling and relationship marketing, which you have leveraged to great effect and will bring on board a freshness to relationship building with clients.

As an Operations Team Lead, you will need to:

  • People
    – Manage internal support team
    – Recruitment & Hiring of support team. Keep the bar high. Planning ahead
    – Develop staff through coaching, providing performance feedback, providing effective performance assessments, and       establishing performance & development plan
    – Ensure team members develop their professional skills through active participation in relevant events, training, mentoring and communities
  • Budgeting
    – Perform budgeting and subsequent budget allocation for support team
  • Support services
    – Manage overall SLAs for each client
    – Serve as the first point of client escalation on any ticket / client issue. Interface directly with users to handle escalation situations. Take charge of the situation at your level and respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned and ensure robust status communication.
    – Maintain a close relationship with users to ensure loyalty
    – Responsible for user experience post implementation and improving their product experience
    – Train and continuously help Artoo’s internal user support team deliver on-going support
    – Focus on customer satisfaction, timeliness of support delivery and understanding customer needs around speed, quality and value
    – Drive support excellence initiatives to enhance customer’s support experience.
  • Vendor management
    – Recruit and Manage call center vendors including pricing and contract negotiation
    – Own the diligence process
    – Review tools that will be required
    – Continuous training of vendor teams
    – Ensuring documentation for vendor teams is up to date
    – Manage SLAs of vendors
  • Conduct periodic field visits and user interviews to gather end-user feedback
    – Conduct NPS survey for the field on a quarterly basis
    – Conduct focused group interviews to identify and address issues of discomfort and adoption
    – Document this for internal and external usage (Case Studies, Blog pieces etc.)
  • Manage and conduct train the trainer sessions for mobile and web users at client organizations
  • Create and maintain support manuals / training material for internal support team as well as external call center executives.
  • Responsible for continuously updating manuals / training materials
    – Work closely with the Engineering to infuse user feedback into newer product features and versions
  • Reporting
    Create monthly and quarterly internal & external (for clients) dashboards to measure our support

Why us?

Artoo is a fun, inclusive place to work at. As a company we believe that building a great organization is in the end the best strategy. We’re fiercely committed to a core ideology based on deeply shared values of creativity, compassion, authenticity and effectiveness. We welcome you to join us as we solve India’s most pressing problem, poverty, one line of code at a time.

Write to us

In not more than 200 words, tell us why you would want to work at Artoo and mail it to kavita@artoo.in.

img-20160114-wa0064