Incident Management Group Lead

Job Description

Department: Customer Service and Experience

Location: Nepal

Description

to be added

Key Responsibilities

Team Leadership and Management:

• Lead, mentor, and develop a team of 20 - 30 professionals, fostering a high-performance culture and supporting individual career growth.
• Set clear performance expectations, deliver regular constructive feedback, and conduct performance appraisals in alignment with organizational goals.
• Manage team capacity, staffing, and resource allocation to ensure operational demands are met effectively.
• Cultivate a collaborative and inclusive environment that promotes knowledge sharing, continuous learning, and team cohesion.
  
  

Operational Excellence:

• Implement and refine operational policies and procedures to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor, analyze, and report on operational metrics and trends, identifying areas for improvement and executing action plans to boost efficiency and quality.
• Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance uplift.
• Proactively address workflow challenges, resolve escalations, and ensure timely and effective problem resolution.
  
  

Cross-Functional Team Management:

• Collaborate closely with other departments such as HR, Training, Quality Assurance, IT, and Workforce Management to align operational activities and achieve shared goals.
• Act as a liaison between frontline teams and support functions, ensuring clear communication, coordinated efforts, and streamlined workflows.
• Facilitate cross-functional projects and initiatives to enhance end-to-end process efficiency and service delivery.
• Represent team interests in cross-departmental meetings and contribute to organizational planning and strategy.
  
  

Process Improvement and Innovation:

• Identify, evaluate, and implement process improvements, automation, and best practices to increase productivity and quality while reducing costs.
• Encourage a culture of innovation by empowering team members to propose and pilot new ideas, tools, and methods.
• Stay current with industry trends, emerging technologies, and best practices to drive operational innovation and maintain a competitive edge.
• Lead or contribute to change management initiatives to ensure smooth adoption of new processes and technologies.
  
  
  
  
  

Skills, Knowledge & Expertise

• Experience: 4+ years in Operations Management or similar leadership roles, preferably in Customer Service, Ride-hailing industry.
• Availability: Must be open to rotational shifts
• Language : English Level or Regional Language Proficiency.
• Skills:
  • Strong leadership and people management abilities
  • Excellent analytical and problem-solving skills
  • Proven experience in cross-functional collaboration and project management
  • Ability to drive process improvements and operational efficiencies
  • Effective communication and interpersonal skills
  • Proficiency in performance monitoring tools and MS Office/Google Workspace