Job Description
Assistant Manager/Manager - Operations
The ideal candidate should have strong operational management, client relationship management, team leadership, analytical, and process improvement skills, with the ability to drive operational excellence in a dynamic, client-focused environment.
Key Responsibilities
1. Operations & Project Management
- Plan, manage, and execute operational activities to achieve business objectives.
- Develop operational plans, define milestones, allocate resources, and monitor progress.
- Ensure timely delivery of projects and operational commitments.
- Monitor productivity, operational efficiency, and service delivery performance.
2. Client & Stakeholder Management
- Act as the primary point of contact for assigned clients.
- Conduct regular client review meetings and performance discussions.
- Understand client requirements and ensure effective execution.
- Build strong client relationships and maintain high customer satisfaction.
3. Team Management & Leadership
- Lead and manage cross-functional teams across operations, quality, technology, and field functions.
- Allocate resources based on workload, capacity, and business priorities.
- Drive team performance, accountability, and productivity.
- Coach and mentor team members to improve performance and engagement.
4. Process Improvement & Quality Management
- Ensure compliance with defined SOPs, policies, and quality standards.
- Identify opportunities for process optimization, automation, and cost reduction.
- Implement continuous improvement initiatives using Lean or Six Sigma methodologies.
- Monitor quality metrics and take corrective actions to improve operational performance.
5. Risk & Issue Management
- Identify operational risks and develop mitigation plans.
- Resolve escalated issues and coordinate with relevant stakeholders.
- Ensure timely closure of action items and critical issues.
- Implement preventive measures to minimize operational disruptions.
6. Financial & Resource Management
- Monitor operational costs, budgets, and resource utilization.
- Support budgeting, forecasting, and profitability improvement initiatives.
- Track project expenses and ensure effective cost control.
- Coordinate with Finance for invoicing, billing, and revenue realization, wherever applicable.
7. Reporting & Performance Monitoring
- Prepare and present weekly and monthly operational dashboards.
- Track KPIs, including SLA adherence, productivity, quality, customer satisfaction, and resource utilization.
- Present operational performance updates to senior management.
- Drive corrective and preventive actions to achieve business targets.
Required Qualifications
- Bachelor's degree in Engineering, Business Administration, Commerce, or a related discipline.
- MBA or a relevant professional certification will be an added advantage.
Required Experience
- 5-10 years of experience in operations management, project management, or service delivery.
- Experience in client-facing operations and stakeholder management.
- Proven experience in managing cross-functional teams; experience managing 20+ team members is preferred.
- Exposure to Managed Services, BFSI, FMCG, Audit & Assurance, Supply Chain, or Consulting will be an advantage.
Key Performance Indicators (KPIs)
- Operational efficiency and productivity
- On-time delivery and SLA compliance
- Quality and accuracy metrics
- Customer satisfaction and client retention
- Resource utilization and team productivity
- Budget adherence and cost optimization
- Risk mitigation and issue resolution
- Process improvement and automation initiatives
- Team performance and employee engagement
