Head of Operations

Long Description

ROLE

The Operations & Customer Service (OCS) Manager is responsible for ensuring the reliable delivery, servicing, and operational continuity of SICPA's solutions in India. Acting as the primary operational interface with the Customer, the OCS Manager leads local operations and customer service activities while ensuring that contractual commitments are met with the highest standards of quality, security, compliance, and performance.

The role requires strong leadership, operational rigor, and stakeholder management capabilities to ensure the effective delivery of services in alignment with SICPA's global standards and customer expectations.

Key Responsibilities

• 1. Operations & Service Delivery 
• Lead and manage all local Operations & Customer Service activities related to SICPA’s solutions. 
• Ensure contractual services are delivered in full compliance with SLAs, KPIs, security standards, and operational guidelines. 
• Monitor service performance, analyse incidents, and implement corrective and preventive actions. 
• Act as first-level escalation point for operational issues and customer incidents. 
• Drive continuous improvement initiatives to enhance system reliability, service quality, and operational efficiency.
• Ensure proper management, safeguarding, and traceability of sensitive materials, equipment, and assets. 
• Maintain operational compliance with SICPA's quality, security, and ethical standards. 
• Support the deployment of new solutions and services by ensuring operational readiness, resource availability, and effective team mobilization. 

Customer & Stakeholder Interface 

• Act as the designated operational Point of Contact for the Customer. 
• Develop and maintain strong relationships with customer representatives, government authorities, regulatory bodies, operational partners, and key stakeholders. 
• Ensure high levels of customer satisfaction through proactive communication and effective service management. 
• Anticipate risks and address operational concerns before they impact service delivery 
• Conduct regular operational reviews and performance discussions with stakeholders.
• Work closely with commercial teams to identify opportunities to expand services and further develop customer relationships.