Backend Operations Manager

Function

About the role:

We are seeking a dynamic and strategic Assistant Manager / Manager to lead our backend operations (voice and non-voice) across multiple processes. This role is pivotal in driving operational excellence, leading high-performing teams, ensuring SOP adoption and compliance, and building scalable and efficient processes that align with MediBuddys growth and service delivery goals.

Key Responsibilities:

Team & Performance Management:

• Lead, mentor, and manage multiple teams across voice and non-voice operations
• Drive team performance by tracking key metrics such as SLA adherence, AHT, accuracy, TAT, NPS, and productivity.
• Set performance goals, monitor KRAs, and conduct regular reviews and capability assessments.

Process & Quality Governance:

• Ensure 100% adherence to defined SOPs and quality frameworks across processes.
• Identify process inefficiencies, design workflow enhancements, and implement automation or digitization opportunities.
• Own the creation, revision, and rollout of SOPs and training material in collaboration with functional and quality teams.
• Drive standardization across teams and locations through governance mechanisms and operating rhythms.

Stakeholder & Cross-Functional Collaboration:

• Act as the operations POC for internal stakeholders including Product, Engineering, Medical, Sales, HR, and Customer Experience teams.
• Handle escalations, exception cases, and cross-functional problem solving with a solution-first approach.
• Support integration of new processes or businesses into operations (e.g., post-M&A or new service lines).

People & Resource Planning:

• Lead workforce management, including forecasting, capacity planning, and scheduling across teams and shifts.
• Drive hiring, onboarding, training, and succession planning in partnership with HR and L&D.
• Foster a performance-driven culture with high engagement and ownership.

Data & Reporting:

• Build and review MIS dashboards for real-time performance visibility and decision-making.
• Leverage data to run RCA and implement corrective/preventive actions for operational issues.
• Present monthly/quarterly reviews with insights and recommendations to senior leadership.

Strategic & Business Support:

• Contribute to the annual planning and goal-setting for the operations vertical.
• Evaluate and drive vendor support models (if applicable), including cost and performance control.
• Support strategic projects like workflow migrations, tech adoption, or regulatory compliance as needed.