Operations Manager

Job Overview:

The Operations Manager will be accountable for managing and optimizing the end-to-end background verification (BGV) process. This role involves leading a high-performing operations team, ensuring timely and accurate delivery aligned with client expectations, and implementing process improvements to drive efficiency, compliance, and service excellence. The ideal candidate will possess strong execution capabilities, data-driven decision-making skills, and a proven ability to manage teams in a dynamic environment.

Roles & Responsibilities:

Key responsibilities include, but are not limited to:

• Lead and manage a team of up to 50 employees in a service delivery setup.
• Proficient in Excel for reporting and data analysis, catering to both internal and external stakeholders.
• Handle Level 3 (L3) customer escalations with prompt resolution and professionalism.
• Stay up to date with technology trends that enhance business efficiency.
• Oversee operations by aligning team goals with organizational objectives and policies.
• Provide strong leadership and foster a culture of continuous improvement.
• Collaborate with senior management for strategic and operational planning.
• Design and execute marketing and retention strategies for customer success.
• Enhance operational systems, processes, and policies aligned with business goals.
• Ensure service delivery excellence by consistently meeting/exceeding SLAs in terms of quality and TAT.
• Lead initiatives for process optimization, resource utilization, cost-efficiency, and tech integration.
• Drive innovation through industry-specific authentication and verification solutions.
• Manage vendor relationships and ensure effective collaboration.
• Strengthen customer retention and satisfaction.
• Lead the service delivery team, building a high-performance and accountable culture.
• Ensure compliance with internal and external audit requirements.
• Own and document all operational SOPs.
• Drive team performance through training, mentoring, and regular feedback.
• Support management in strategic decision-making to achieve business goals.

Secondary Responsibilities:

• Ensure strict adherence to departmental SOPs.
• Facilitate training for employees on newly introduced processes or systems.
• Adhere to all company policies and guidelines.
• Take on additional assignments as required.
• Exhibit a proactive and self-driven work approach, both independently and in team settings.

Mandatory Qualification:

• Graduate degree in any discipline.

Preferred Qualifications:

• Bachelors/master’s degree in business administration, Analytics, or a related field.
• Proven experience as a Team Leader/Manager, preferably handling enterprise clients.
• Experience in industries such as BGV, staffing, IT services, BFSI, or BPO.

Knowledge & Experience:

• Strong understanding of the background verification industry.
• Proven ability in client relationship management and communication.
• Hands-on experience in operational management and process execution.
• Sound knowledge of the company’s offerings and service capabilities.
• Proficient in data interpretation, trend analysis, and actionable reporting.

Skills & Abilities:

Problem-Solving:

Ability to identify, analyse, and resolve operational challenges efficiently.

Attention to Detail:

Strong focus on accuracy and thoroughness in process execution and reviews.

Communication:

Excellent verbal and written communication skills to collaborate across teams and with stakeholders.

Technical Proficiency:

Adept in tools for process mapping, project tracking, and data analysis.

Adaptability & Teamwork:

• Resilient under pressure, adaptable to shifting priorities, and a strong team collaborator.
• Analytical mindset with the ability to translate data into insights for improvement.
• Capable of working on multiple projects simultaneously with clarity and efficiency.