Operations Manager

Job Description

Job Title: Operations Manager – CCTV Surveillance Location: Technomine, Ahmedabad Work Schedule: 6 Days Working | Weekly Rotational Shifts Experience Required: Minimum 5+ years in operations management (preferably in surveillance/BPO/KPO environment) Team Size Managed: 50+ team members Client Base: Global (US/UK/Canada preferred) Job Summary: Technomine is seeking an experienced Operations Manager – CCTV Surveillance to lead and oversee our surveillance operations team. The ideal candidate will have a proven track record in managing large teams, ensuring high service levels, and effectively liaising with international clients. This role requires strong leadership, operational excellence, and people management skills in a high-security, client-centric environment. Key Responsibilities: Team Management: Lead, mentor, and manage a team of 50+ CCTV surveillance executives across multiple shifts. Operational Oversight: Ensure daily operations are carried out efficiently, maintaining service level agreements (SLAs), turnaround times (TATs), and quality metrics. Client Coordination: Act as the key point of contact for global clients; manage expectations, resolve escalations, and conduct regular performance reviews. Process Optimization: Identify operational gaps and implement process improvements to enhance productivity, accuracy, and client satisfaction. Compliance and SOPs: Ensure strict adherence to company and client-specific standard operating procedures (SOPs), data privacy, and compliance guidelines. Reporting: Generate and analyze regular reports on team performance, shift coverage, incident logs, and client feedback. Training & Development: Collaborate with the training team to onboard new team members and upskill existing staff to ensure consistent quality. Crisis Management: Handle emergency escalations, security breaches, or service disruptions promptly and professionally. Key Requirements: Education: Bachelor’s degree in any discipline. Additional certifications in security/surveillance/operations are a plus. Experience: Minimum of 5 years in an operations management role, preferably in CCTV surveillance, BPO/KPO, or a security services firm. Experience handling global clients (UK/US/Canada preferred). Proven ability to manage large teams (50+ staff). Skills: Strong communication and interpersonal skills Excellent organizational and problem-solving abilities Proficiency in shift planning, team scheduling, and KPI management Ability to thrive in a fast-paced and high-pressure environment Familiarity with surveillance tools, reporting dashboards, and MS Office Suite Work Conditions: Weekly rotational shifts (including nights/weekends based on team requirements) 6-day working schedule Onsite role at Ahmedabad location