Success Manager (Team Lead)

About the Role

As a Success Manager (Operations Manager) at VA Platinum, you will play a pivotal role in client management and ensuring the seamless operation of our client-facing services. You will lead a team of Virtual Assistants (VAs), ensuring they meet client expectations and company standards. Your responsibilities will encompass direct client interaction, overseeing client projects, and aligning team efforts with client goals. Effective communication of company goals, safety practices, and deadlines is essential. You will motivate team members, assess performance, and provide crucial support to clients, including coaching and performance updates.

Ideal Candidates (Must Have Experience)

• Minimum of 2 years of experience as an Operations Manager or Assistant Operations Manager in the Virtual Assistant, BPO, KPO, or Shared Service industries.
• Bachelor’s Degree holders are preferred.
• Strong Client Management or Account Management skills with experience in client dealings.
• High-level competence in Microsoft Office (skills in other software or CRMs will be an advantage).
• Key skills: Excellent written and verbal English, analytical thinking, strong organizational skills, and people management.
• Key attributes: Ability to work with a team, results-oriented, and client-focused.

Tasks and Responsibilities

• Serve as the primary point of contact for clients, addressing their queries and concerns and ensuring their needs were met promptly and effectively.
• Manage the onboarding and offboarding process of VAs, ensuring a smooth transition for clients.
• Provide ongoing support to clients, including coaching, performance updates, and addressing any issues that arise.
• Communicate team goals, motivate team members, and assess their performance to ensure alignment with client objectives.
• Oversee the work of team members (VAs) to ensure quality and compliance with guidelines.
• Develop and implement strategies to promote adherence to company regulations and performance goals.
• Generate and share comprehensive and detailed reports about performance, company-related objectives, and deadlines
• Conduct team meetings to update on best practices and continuing expectations.
• Create a pleasant working environment that inspires the team.