Operations Manager (BPO/Service Industry experience preferred)

Shift Time: 7pm to 4 am IST

Location: Baner, Pune (Work from office)

Role Overview:

We are seeking an experienced Operations Manager with a strong background in BPO or service delivery operations, preferably within the signage or visual communication industry. The ideal candidate will be responsible for overseeing day-to-day operations, managing a team of Project Coordinators and Helpdesk Executives, driving people performance, and streamlining operational processes to ensure efficiency, quality, and client satisfaction.

Key Responsibilities:

· Manage and lead a team of Project Coordinators and Helpdesk staff, ensuring effective communication, motivation, and performance management.

· Oversee end-to-end execution of signage projects, ensuring timelines, quality standards, and client expectations are met.

· Streamline workflows and introduce process improvements to optimize turnaround time (TAT), reduce errors, and enhance service delivery.

· Monitor and analyze operational KPIs, identify gaps, and implement corrective actions.

· Coordinate closely with U.S. and international clients for project updates, escalations, and service delivery assurance.

· Collaborate with cross-functional departments (Design, Production, Accounts) for smooth handoffs and operational alignment.

· Conduct regular team reviews, performance evaluations, and training sessions to enhance productivity and skill development.

· Develop and document SOPs to ensure consistent service standards and knowledge retention.

· Prepare and present weekly operational reports and performance dashboards to senior management.

· Ensure SLA adherence, workload management, and proactive escalation handling.

Required Skills & Qualifications:

· Bachelor’s degree (MBA preferred) in Operations, Business Administration, or a related field.

· 7–8 years of experience in Operations Management, with at least 3 years in a BPO, service, or client-facing role.

· Proven expertise in people management, including coaching, mentoring, and performance evaluation.

· Demonstrated ability in process standardization, automation, and workflow optimization.

· Prior experience in the signage, print, or design services industry is highly preferred.

· Excellent communication skills (verbal and written) with a client-focused mindset.

· Proficiency in MS Office, CRM, and project management tools (e.g., Monday.com, Asana, Zoho Projects).

· Ability to work flexible hours or night shifts to align with international client time zones.

Key Competencies:

· Leadership & Team Development

· Process Streamlining & Continuous Improvement

· Operational Excellence & Quality Management

· Client Relationship Management

· Analytical Thinking & Problem Solving

· Time Management & Multitasking

Job Type: Full-time

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Ability to commute/relocate:

• Baner, Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Current Fix CTC?
• Notice Period?

Experience:

• Operations management: 7 years (Required)

Language:

• English (Required)

Location:

• Baner, Pune, Maharashtra (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person