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The Business Operations Manager will be responsible for managing and improving the operational systems, processes and policies in support of the division’s mission – specifically to support better management reporting, information flow and management, business process, and organizational planning. The Business Operations Manager will also work with the Division leadership team to implement additional new business opportunities as needed. The organization is a national and local leader in developing and implementing innovative new approaches to providing behavioral health services and interventions.
Verification
·         Run the get verified function with the support of a Team and ensure that all functions are performed in line with the SOPs and policies of the organization.
·         Hire and Manage team of Verification officers and arrange training of the verification process.
·         Handle complaints / loopholes in the verification process, handle disputes and ensure customer satisfaction without compromising the processes laid out by the organization
·         Ensure letters are printed for the verification of customers and despatched timely. to ensure proper record maintenance for dispatch and mails returned.
·         Obtain verification data from the Cloud data team and ensure all check points are covered along with any observations.
· Business Processes
·         Develop processes, SOPs, SLAs, manuals and Policies in line with the regulatory requirements, Project for Operations and Verification.
·         Maintain, and monitor compliance with division policies and procedures.
·         Identify and implement business process enhancements to facilitate effective and efficient operations
·         Collaborate with agency department heads to ensure smooth interfaces between division programs and departments, including HR, Finance, IT, Communications, and legal/compliance.
·         New Program Implementation/New Business Development
·         Assist with implementation of new programs.
·         Maintain and support project management methodology and support program staff in implementing in each new program implementation
·         Regular assessment of Business processes and evaluate effectiveness and cost efficiencies are achieved, using process re-engineering and technology.
Customer Experience
·         Ensure maintenance of a high customer experience for the customers of the company, monitor quality assurance reports and ensure implementation of strategies to bridge the identified gaps
·         Develop a voice of customer survey and measure customer feedback on all touch points. Develop remedial action and share findings with the management on a quarterly basis.
·         Hire resources and train them according to the CX policy of the company and ensure bext customer experience for the users of Rizq. 

ROZEE.PK / DUKAN.PK / ROZGAR.PK / PROJECTPAKISTAN.ORG / MIHNATI.COM / EASYTICKETS.PK

Managed team of resources serving as product support expert, product evangelist, and the voice of the customer
Worked cross-functionally to gather Responsibilities, customer feedback, and communicate priorities
Provided detailed sales reports and forecasting
Analyzed metrics to understand customer and product performance
Delegated tasks and set deadlines
Discovered training needs and provided coaching
Achieved all individual and team targets
Suggested innovative support strategies to raise product recognition and features.
Analyzed customer needs through research and market data

Strategically positioned as main point of contact of all internal and external stakeholders.
Work with cross-functional teams to reach program objectives, mutual problem solving, providing corrective and positive feedback and arranging organizational support to overcome barriers.
Utilized sound communication skills to deliver pre/post-sales support and swiftly responded to all customers over emails and phone, Kept abreast of ROZEE tools and services.
Demonstrated keen attention to details for cross-validating content and contact information of all client/employers for all registered employers.
Developed effective operations and processes filtered from top-level strategic plans and top-notch management to augment sales and business growth.

Engaged in cross-division collaboration to swiftly resolve technical issues, accomplished request sent via different channels and closing the activities with in TAT.
Exercised hands-on approach for augmenting processes while designing and devising NPS (NET PROMOTER SCORE) and CFL (CLOSED FEEDBACK LOOP) to conduct client-focused surveys
Delivered excellent customer service and maintain a high standard of customer management, at all times.
Consistently recognized and tasked to improve organizational effectiveness and efficiency with comprehensive leadership and technical expertise in strategy, analysis, development, program management, operations, trainings, and technical documentation.
Expertly performed duties as a strategic overlay; actively countered service request and resolved the issues as per SOP and as fluid and seamless as possible.
Conceptualized and initiated aggressive internal growth plan projected to rapidly distill complex intransigent challenges & problems into a set of solvable blocks.