Operations Manager

Role Summary:

The Manager Operations will be responsible for leading and managing end-to-end operations for assigned sites and clients. This role focuses on ensuring service delivery excellence, manpower optimization, cost control, client satisfaction, and compliance with statutory requirements. The position is critical for driving operational efficiency and contributing to revenue and profitability targets.

Key Responsibilities:

1. Operations & Service Delivery

• Oversee daily operations for all allocated sites, ensuring smooth execution of services.
• Ensure delivery as per client SLAs, agreed scope of work, and company SOPs.
• Conduct regular site visits to monitor performance, resolve escalations, and ensure compliance.
• Implement continuous process improvement initiatives to enhance efficiency and quality.

2. Client Relationship Management

• Build and maintain strong relationships with clients to ensure long-term business retention.
• Attend review meetings with clients, address escalations promptly, and drive client satisfaction.
• Act as the primary point of contact for operations-related matters for allocated clients.

3. Manpower Management

• Plan and deploy manpower in line with site requirements and budgets.
• Coordinate with HR and recruitment teams for timely hiring and onboarding of staff.
• Monitor attendance, attrition, and productivity; initiate corrective actions as needed.
• Conduct regular team meetings and trainings to build capability and engagement.

4. Compliance & Documentation

• Ensure compliance with statutory and regulatory requirements (PF, ESIC, Minimum Wages, etc.).
• Maintain accurate and updated site documentation and audit readiness.
• Adhere to all company policies, safety guidelines, and quality standards.

5. Financial Management

• Monitor and control site-level budgets, cost of operations, and profitability.
• Coordinate with finance teams for timely billing, collection follow-ups, and resolution of unbilled/rebill cases.
• Track key financial metrics such as revenue, margins, and overhead costs.

6. Reporting & MIS

• Prepare and share regular MIS and operational reports with senior management.
• Track KPIs such as manpower deployment, attrition, SLA compliance, and cost performance.
• Support implementation of digital tools and ensure accuracy of data entry in systems.