Assistant Operations Manager (BPO)

Job Overview:

The Assistant Manager – Onshore/Offshore Operations will play a key role in overseeing and coordinating the activities of both onshore and offshore teams. This position requires a strong understanding of cross-functional team dynamics, effective communication skills, and the ability to manage multiple operations across diverse geographies. The Assistant Manager will ensure smooth integration of onshore and offshore teams to achieve organizational goals, maintain operational excellence, and deliver high-quality service to clients or internal stakeholders.

Key Responsibilities:

• Team Coordination:

• Manage and coordinate daily activities across both onshore and offshore teams, ensuring that workflows are aligned and that communication between teams is seamless. Facilitate collaboration and ensure the timely exchange of information and resources.

• Operational Oversight:

• Oversee the performance of both onshore and offshore operations, ensuring adherence to company policies, project timelines, and quality standards. Monitor progress, identify potential issues, and take corrective action as needed.

• Process Optimization:

• Continuously assess operational processes across both onshore and offshore teams to identify areas for improvement. Implement and monitor process improvements to enhance efficiency, reduce costs, and improve service delivery.

• Resource Management:

• Coordinate resource allocation for both onshore and offshore teams. Ensure that the teams have the necessary tools, training, and support to meet their objectives. Manage and balance workload distribution between teams to optimize productivity.

• Client and Stakeholder Management:

• Act as a liaison between the teams and key stakeholders (both internal and external). Ensure that client needs are met, and expectations are managed. Provide regular updates to clients or senior management regarding project status, risks, and performance.

• Quality Assurance:

• Ensure that both onshore and offshore teams meet or exceed quality expectations. Regularly review team outputs, provide feedback, and implement corrective actions when necessary to improve performance and maintain high service standards.

• Issue Resolution & Risk Management:

• Identify potential risks or issues that may arise in onshore/offshore operations and work with teams to mitigate them. Resolve operational or team-related challenges swiftly and effectively to minimize disruptions.

• Performance Monitoring:

• Track and measure team performance using key performance indicators (KPIs). Regularly review team productivity, efficiency, and quality, and ensure that targets are met. Provide feedback and implement necessary actions to drive continuous improvement.

• Reporting & Documentation:

• Prepare and present regular reports on operational performance, highlighting key metrics, progress, and challenges. Maintain accurate documentation of operational procedures, decisions, and project updates.

• Cross-Functional Collaboration:

• Work closely with other departments, including HR, IT, and finance, to ensure the smooth functioning of operations across both onshore and offshore teams. Foster a culture of collaboration and ensure alignment with company-wide goals.

• Training and Development:

• Identify training needs within both onshore and offshore teams, and coordinate with HR to provide appropriate training programs. Support team members’ professional development to enhance their skills and drive team performance.

Key Requirements:

• Experience:

• Minimum 3-5 years of experience in an operational or management role, ideally with experience handling both onshore and offshore teams.
• Strong understanding of offshore outsourcing models, global delivery methods, and multi-geography team coordination.

• Education:

• Bachelor’s degree in Business Administration, Management, or a related field. Relevant certifications in project management (e.g., PMP, Scrum, Lean Six Sigma) are a plus.

• Leadership Skills:

• Demonstrated ability to lead and manage cross-functional teams (onshore and offshore) to achieve operational excellence.
• Strong team-building skills and the ability to inspire and motivate team members across diverse locations.

• Communication Skills:

• Excellent verbal and written communication skills, with the ability to manage relationships with clients, internal stakeholders, and remote teams across time zones.
• Proven ability to manage conflicts, mediate discussions, and resolve issues effectively.

• Project Management Expertise:

• Proficiency in project management techniques and tools, including the ability to plan, monitor, and execute projects across multiple teams.
• Ability to prioritize tasks, manage competing deadlines, and ensure that objectives are met.

• Cross-Cultural Awareness:

• Understanding of the cultural differences and challenges involved in managing both onshore and offshore teams, with the ability to navigate these differences effectively.

• Problem-Solving & Analytical Skills:

• Strong analytical and problem-solving skills, with a proven ability to think critically and make data-driven decisions in high-pressure situations.

• Adaptability & Flexibility:

• Ability to work across different time zones, manage multiple projects, and adapt to changing business needs and environments.

• Client-Focused Mindset:

• Strong customer service orientation and ability to manage client expectations, ensuring the delivery of high-quality services in line with client requirements.

Desirable Attributes:

• Experience in managing teams across multiple geographies (offshore, onshore).
• Familiarity with cloud-based project management tools (e.g., Asana, JIRA, Trello) and collaboration platforms (e.g., Slack, Microsoft Teams).
• Knowledge of IT outsourcing or BPO (Business Process Outsourcing) industry.

Key Competencies:

• Leadership: Ability to lead diverse teams, drive performance, and foster collaboration.
• Communication: Proficient in communicating with stakeholders across various levels and regions.
• Problem-Solving: Strong skills in identifying challenges, developing solutions, and implementing improvements.
• Organizational Skills: Ability to manage multiple priorities and maintain operational excellence across regions.
• Global Perspective: Understanding of global business practices and the dynamics of working with teams in different time zones.