Operations Manager

Job Summary:

The Operations Manager is responsible for overseeing end-to-end operational processes for our line of business, acting as a crucial link between internal teams and external stakeholders. This role plays a vital part in ensuring that operational performance aligns with client SLAs and business objectives, while consistently identifying opportunities for improvement to enhance overall productivity and customer experience.

Key Responsibilities:

• Support end-to-end operations by acting as a liaison between internal teams and external stakeholders.
• Monitor operational performance through dashboards and reports, ensuring adherence to client SLAs and business objectives.
• Analyze performance trends and identify improvement opportunities to enhance productivity, quality, and customer experience.
• Prepare and present periodic operational reports to management, highlighting key metrics and action plans.
• Identify operational risks and collaborate with support functions to implement corrective and preventive actions.
• Support workforce planning, resource allocation, and onboarding activities to ensure optimal team performance.
• Drive continuous improvement initiatives to increase efficiency and customer satisfaction.

Requirements:

• 6–8 years of relevant experience in BPO/ITES operations.
• Minimum 2–3 years of experience managing teams and driving operational performance.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Experience in SLA management, stakeholder management, and client communication.
• Good understanding of operational metrics, workforce planning, and quality management.
• Excellent communication, presentation, and people-management skills.
• Knowledge of Lean, Six Sigma, or process improvement methodologies will be an added advantage.
• Flexibility to work in a 24x7 operational environment.

Preferred Qualifications:

• Experience in leading process transformation projects and implementing best practices.
• Proven track record of driving team motivation and employee engagement initiatives.
• Strong ability to build and maintain relationships with diverse stakeholders.
• Experience with operational budgeting and resource utilization planning.

Benefits:

• Competitive salary package with performance-based incentives.
• Comprehensive health benefits and wellness programs.
• Opportunities for professional development and career advancement.
• Flexible work arrangements to promote work-life balance.
• Supportive team culture that values collaboration and innovation.
• Employee recognition programs to reward hard work and achievements.