Job Description
The Client Experience & Operations Manager’s role is to drive business growth by managing the client experience team and working closely with the Client Advisory Managers. S/he is also responsible for designing client solutions basis needs identification by self or the Client Advisory managers in the segment, manage all admin tasks, ensure seamless workshop execution and helping the team scale up.
Note: This role is based out of India but the person will work with our Mauritius Team. Hence, basic understanding of Mauritian Market will be preferred but not necessary.
In this role the incumbent will be responsible for the following:
Admin:
Manage all admin tasks.
Office Management
utilities,internet,payment and landlord.
Hygge Management
Budget and organisation of gifts,gatherings,offsites andevents etc.
Client PR Management
Purchase of Client Gifts/Delivery.
Organize events.
Inventory Management
Analyse inventory sheet with project Executive.
Optimise expenses and reporting.
Authorities Management
HRDC/SMEapplications/ FocusU HRDC Funds too / Training Centre License/
Monthly Expenses
Reporting/Analysis and Filing of Admin/Operations Expenses.
Tagging tracker
Maintain the tagging tracker for workshops and team members.
Client Experience Management
Manage the Client Experience team to provide a good customer experience.
Ensure timely and concise legal and finance documents – client contracts/ invoices/ receipts.
Ensure timely and prompt Customer service – delivery, enquiries, and relaying same to all stakeholders – internal or external.
Ensure that all quality standards are duly followed and tracked.
Collaborate, problem solve, and/or strategize upcoming client meetings with team members.
Manage the Client experience Tracker for all payments, and admin document.
Ensure timely collect of funds /payments from all clients and update tracker.
Client Advisory Support
Assist in Designing Flows by using existing templates.
Creating all supporting documents from Client Advisory to Client Experience.
Assist in Client Requests or Queries for proposal requests.
Setting up meetings or handling first client requests.
Getting NPS Scores and post event meetings.
Operations
Ensure seamless workshop execution.
Internal communication via tools
Quality standards tracking – timing, processes and flows
Priority setting for all projects and deliverables with team members
Assist team members for backlogs
Organize weekly ops meetings for priority setting and actions
Ensure all stakeholders are aligned and well taken care of ( Associates, Suppliers etc)
Monitoring of project management tool for all workshops
Review and reporting
Carry Calibration meetings to share workshop benchmarks to quality standards and measures to be taken.
Reporting on project status and quality standards.
Scaling up of team
Carry internal sessions with the team for time management, ownership and our value competencies
Seek Training request with people success for the strengths/weaknesses of the team
Monthly catch up with team members
Performance Appraisal with team members
Key Skills required for this role:
Excellent written and oral communication skills
Proven self-management and team-management skills
Solid organizational skills including attention to detail and multitasking skills
Problem solving
Active listening
Build and manage interpersonal relationships
Competencies:
Being Dependable
Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.
Become the go-to person for all operational matters concerning the company
Client Experience challenges
Client Advisory support
Inventory purchase and movement
Oversee all assets
Diplomatically handles challenging or tense interpersonal situations.
Speed of response
Ensure all client queries at Client Experience or Client Advisory are acknowledged and attended
Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.
Responds quickly for tagging tracker
Is current with market know-how with all travel bookings related matters so that best rates can be obtained for Focus U.
Anticipates when long-lead-time inventory is getting exhausted and therefore places orders so that there is never a shortage.
Ownership
Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight.
Understands the value system of Focus U and therefore takes full charge of
Negotiations with vendors.
Delivery of material.
Requirement of inventory in each region in line with program requirements in each region.
Ensuring CSAT/ NPS scores are maintained with regularity.
Keeps the inventory tracker current on a weekly basis.
Continuously keeps themselves updated and upskilled through courses by learning about relevant skills and applying it back at work.
Attention to detail
Diligently attends to details and pursues quality in accomplishing tasks.
Performs tasks with care; is thorough. Makes few if any errors.
Remains aware and takes care of details that are easy to overlook or dismiss as insignificant.
Accurate communication when sharing requirements with partners and the internal team.
Attentive to specific requirements of Ops, Associates and CAT teams when planning travel and stay for workshops.
Do random audit of vendor rates to ensure Focus U is getting the best rates.
Ensure there is Zero Avoidable Expenses such as excess baggage, platform expenses, last minute travel etc.
Analysis and Reasoning
Identifies, collects, and organizes data for analysis and decision-making.
Breaks down complex information into component parts. Sorts and groups data and applies causal relationships. Sees underlying principles, patterns, or themes in an array of related information.
Applies logic and complex layers of rules to analyze and categorize complicated information.
Sees relationships between information in varied forms and from varied sources.
Goes beyond analyzing factual information to develop a conceptual understanding of the meaning of a range of information. Integrates diverse themes and lines of reasoning to create new insights or levels of understanding for the issue at hand.
Reporting on Client Sales and Operation standards.
Benefits
Wellness & mental well-being benefits
Medical policy
Flexible leave policy
100% remote working
Flexible working hours
Fun people to work with – read more about them – https://focusu.com/about-us/
Great culture – read more about it – https://focusu.com/focusu-culture/
Important:
We really appreciate it when you meet us after you do your homework about us. So please visit our website and check out the following pages specifically:
https://focusu.com/career/
https://focusu.com/focusu-culture/
https://focusu.com/about-us/
https://focusu.com/insider-speak/
If what you see and read resonates with you – we look forward to hearing from you!
Note: This role is based out of India but the person will work with our Mauritius Team. Hence, basic understanding of Mauritian Market will be preferred but not necessary.
In this role the incumbent will be responsible for the following:
Admin:
Manage all admin tasks.
Office Management
utilities,internet,payment and landlord.
Hygge Management
Budget and organisation of gifts,gatherings,offsites andevents etc.
Client PR Management
Purchase of Client Gifts/Delivery.
Organize events.
Inventory Management
Analyse inventory sheet with project Executive.
Optimise expenses and reporting.
Authorities Management
HRDC/SMEapplications/ FocusU HRDC Funds too / Training Centre License/
Monthly Expenses
Reporting/Analysis and Filing of Admin/Operations Expenses.
Tagging tracker
Maintain the tagging tracker for workshops and team members.
Client Experience Management
Manage the Client Experience team to provide a good customer experience.
Ensure timely and concise legal and finance documents – client contracts/ invoices/ receipts.
Ensure timely and prompt Customer service – delivery, enquiries, and relaying same to all stakeholders – internal or external.
Ensure that all quality standards are duly followed and tracked.
Collaborate, problem solve, and/or strategize upcoming client meetings with team members.
Manage the Client experience Tracker for all payments, and admin document.
Ensure timely collect of funds /payments from all clients and update tracker.
Client Advisory Support
Assist in Designing Flows by using existing templates.
Creating all supporting documents from Client Advisory to Client Experience.
Assist in Client Requests or Queries for proposal requests.
Setting up meetings or handling first client requests.
Getting NPS Scores and post event meetings.
Operations
Ensure seamless workshop execution.
Internal communication via tools
Quality standards tracking – timing, processes and flows
Priority setting for all projects and deliverables with team members
Assist team members for backlogs
Organize weekly ops meetings for priority setting and actions
Ensure all stakeholders are aligned and well taken care of ( Associates, Suppliers etc)
Monitoring of project management tool for all workshops
Review and reporting
Carry Calibration meetings to share workshop benchmarks to quality standards and measures to be taken.
Reporting on project status and quality standards.
Scaling up of team
Carry internal sessions with the team for time management, ownership and our value competencies
Seek Training request with people success for the strengths/weaknesses of the team
Monthly catch up with team members
Performance Appraisal with team members
Key Skills required for this role:
Excellent written and oral communication skills
Proven self-management and team-management skills
Solid organizational skills including attention to detail and multitasking skills
Problem solving
Active listening
Build and manage interpersonal relationships
Competencies:
Being Dependable
Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.
Become the go-to person for all operational matters concerning the company
Client Experience challenges
Client Advisory support
Inventory purchase and movement
Oversee all assets
Diplomatically handles challenging or tense interpersonal situations.
Speed of response
Ensure all client queries at Client Experience or Client Advisory are acknowledged and attended
Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.
Responds quickly for tagging tracker
Is current with market know-how with all travel bookings related matters so that best rates can be obtained for Focus U.
Anticipates when long-lead-time inventory is getting exhausted and therefore places orders so that there is never a shortage.
Ownership
Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight.
Understands the value system of Focus U and therefore takes full charge of
Negotiations with vendors.
Delivery of material.
Requirement of inventory in each region in line with program requirements in each region.
Ensuring CSAT/ NPS scores are maintained with regularity.
Keeps the inventory tracker current on a weekly basis.
Continuously keeps themselves updated and upskilled through courses by learning about relevant skills and applying it back at work.
Attention to detail
Diligently attends to details and pursues quality in accomplishing tasks.
Performs tasks with care; is thorough. Makes few if any errors.
Remains aware and takes care of details that are easy to overlook or dismiss as insignificant.
Accurate communication when sharing requirements with partners and the internal team.
Attentive to specific requirements of Ops, Associates and CAT teams when planning travel and stay for workshops.
Do random audit of vendor rates to ensure Focus U is getting the best rates.
Ensure there is Zero Avoidable Expenses such as excess baggage, platform expenses, last minute travel etc.
Analysis and Reasoning
Identifies, collects, and organizes data for analysis and decision-making.
Breaks down complex information into component parts. Sorts and groups data and applies causal relationships. Sees underlying principles, patterns, or themes in an array of related information.
Applies logic and complex layers of rules to analyze and categorize complicated information.
Sees relationships between information in varied forms and from varied sources.
Goes beyond analyzing factual information to develop a conceptual understanding of the meaning of a range of information. Integrates diverse themes and lines of reasoning to create new insights or levels of understanding for the issue at hand.
Reporting on Client Sales and Operation standards.
Benefits
Wellness & mental well-being benefits
Medical policy
Flexible leave policy
100% remote working
Flexible working hours
Fun people to work with – read more about them – https://focusu.com/about-us/
Great culture – read more about it – https://focusu.com/focusu-culture/
Important:
We really appreciate it when you meet us after you do your homework about us. So please visit our website and check out the following pages specifically:
https://focusu.com/career/
https://focusu.com/focusu-culture/
https://focusu.com/about-us/
https://focusu.com/insider-speak/
If what you see and read resonates with you – we look forward to hearing from you!
💡 Quick Summary
Seeking a career-building opportunity? The Manager | Client Experience Operations position is now open for candidates interested in the Admin Executive sector. This role in Haryan offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Admin Executive is a plus.
