Operations Manager

Job Title:

Job Summary:

The Manager – Operations for Major Key Clients is responsible for overseeing the delivery of exceptional service to high-value, strategic clients. This role involves managing operational teams, ensuring client satisfaction, maintaining SLAs, and driving continuous improvement in service delivery. The ideal candidate has strong operational experience, excellent stakeholder management skills, and a strategic mindset to align services with client expectations and business goals.

Key Responsibilities:

• Client Relationship Management:

• Act as the primary operational point of contact for assigned major key clients.
• Develop deep understanding of client needs, business models, and expectations.
• Proactively identify opportunities for growth, improvement, and issue resolution.

• Service Delivery & Operations Oversight:

• Ensure the effective delivery of services according to client agreements and SLAs.
• Oversee day-to-day operational activities and ensure adherence to quality and performance standards.
• Monitor KPIs, prepare reports, and analyze trends to drive data-driven decisions.

• Team Leadership & Development:

• Manage and mentor a team of operations executives or specialists assigned to key accounts.
• Set clear performance goals and provide ongoing coaching and development.
• Foster a culture of accountability, collaboration, and high performance.

• Process Improvement & Innovation:

• Identify inefficiencies and implement process improvements for operational excellence.
• Collaborate with internal departments (e.g., IT, Finance, Sales) to streamline workflows and eliminate bottlenecks.
• Leverage technology and tools to enhance service delivery.

• Escalation Management:

• Proactively manage and resolve operational issues and client concerns.
• Implement corrective actions and preventive measures to ensure service continuity.

• Reporting & Communication:

• Provide regular updates to internal leadership and clients on performance, challenges, and initiatives.
• Create and maintain detailed client documentation, reports, and account plans.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s preferred).
• 6–10 years of experience in operations management, with at least 3 years in a client-facing or key account management role.
• Experience managing large or strategic accounts in a B2B environment is highly desirable.
• Strong understanding of operational processes, client service principles, and performance metrics.
• Excellent communication, negotiation, and interpersonal skills.
• Proven ability to lead teams and manage cross-functional collaboration.
• Proficient in Microsoft Office Suite, CRM tools (e.g., Salesforce), and operational reporting platforms.

Key Competencies:

• Client-Centric Thinking
• Strategic Planning
• Analytical & Problem-Solving Skills
• Leadership & Team Management
• Results-Oriented Approach
• Adaptability & Resilience