Team Manager

Client Overview

Velotric is an innovative company founded by industry leaders from renowned brands like Lime, Giant, Specialized, and Decathlon. The team is passionate about creating E-bikes that combine elegance, high performance, reliability, safety, and affordability. With a vision for a more expressive and stress-free riding experience, Velotric offers a flagship model, the Velotric Discover 1, which emphasizes style, comfort, and engineering reliability. The company is committed to providing an E-bike that is easy to use, enjoyable to ride, and delivers superior performance while maintaining a sleek and fashionable design.

Position Overview

The Customer Service Teamlead/Team Manager for Operations is responsible for overseeing and coordinating the efforts of the delivery team to ensure seamless execution of operational goals. This role involves managing team performance, ensuring high-quality service delivery, maintaining strong client relationships, and driving continuous improvement in processes. The ideal candidate is a proactive leader with a strong background in operations and team management.

Key Responsibilities

Team Leadership and Management

• Lead and manage the delivery team to meet operational objectives and service-level agreements (SLAs).
• Assign tasks, monitor workload, and provide guidance to team members to ensure optimal performance.
• Conduct regular one-on-one meetings, team huddles, and performance reviews to foster a culture of accountability and growth.

Service Delivery Oversight

• Oversee daily operations to ensure the timely and high-quality delivery of services, addressing and resolving escalated issues promptly to maintain client satisfaction.
• Monitor and analyze sales metrics, prepare detailed performance reports, and identify opportunities for team and individual improvement.
• Leverage data analytics to track KPIs, optimize team operations, and support strategic business decisions for continuous improvement.
• Address and resolve escalated issues promptly to maintain client satisfaction.

Client Relationship Management

• Act as the primary contact for clients, ensuring open communication and a strong partnership.
• Manage client expectations by providing regular updates on delivery progress and addressing concerns.
• Collaborate with clients to identify additional needs and opportunities for service expansion.

Process Improvement

• Evaluate existing processes and implement strategies to improve efficiency, reduce costs, and enhance quality.
• Introduce automation or tools where applicable to streamline workflows.
• Work with cross-functional teams to address operational challenges and ensure alignment with business goals.

Reporting and Documentation

• Prepare and present reports on team performance, client satisfaction, and operational metrics.
• Document standard operating procedures (SOPs) and ensure the team adheres to established guidelines.

Training and Development

• Identify skill gaps within the team and facilitate training sessions to address them.
• Mentor team members and support their professional growth within the organization.

Minimum Skills Requirements

Education

• Bachelors degree in Business Administration, Management, Operations Management, or a related field.

Experience

• At least 5 years of experience in operations, service delivery, or team management.
• Demonstrated success in leading and managing teams in a fast-paced environment.
• Experience in working with global clients and multi-functional teams.

Skills and Competencies

• Strong leadership and interpersonal skills with the ability to inspire and motivate a team.
• Excellent verbal and written communication skills for effective client and team interaction.
• Proficiency in operational tools and platforms, including CRM and project management software.
• Analytical and problem-solving skills to identify and resolve operational challenges.
• Ability to manage multiple priorities and deadlines efficiently.
• Certifications in Project Management (PMP, PRINCE2) or Operations (Lean, Six Sigma).

Why Join Us:

People-Centric Culture: Thrive in an inclusive and supportive environment that values your contributions.

Growth Opportunities: Advance your career in a fast-growing organization with ample room for professional development.

Comprehensive Benefits: Enjoy competitive compensation, health insurance, paid time off, and more.

Skill Development: Gain access to training programs, certifications, and workshops to enhance your expertise.

This is a full-time onsite position.If you are a motivated, results-oriented leader with a passion for team success, we'd love to hear from you!

Submit your updated resume and a brief cover letter showcasing your experience and why you are the ideal candidate for this role.