Senior Operations Manager- Work from Office

The Senior Manager Operations Management is responsible for driving operational excellence, optimizing processes, and ensuring seamless delivery across multiple business units or client accounts. This role focuses on strategic planning, people leadership, client relationship management, and execution of operational initiatives to achieve business goals.

Key Responsibilities

Operational Leadership

• Lead and manage end-to-end operations across assigned processes, functions, or client accounts.
• Drive operational strategies to achieve SLA/KPI targets, process efficiency, and service quality.
• Identify opportunities for automation, digitization, and continuous improvement.
• Ensure compliance with organizational policies, client requirements, and regulatory standards.

Client & Stakeholder Management

• Act as a strategic partner to clients and senior stakeholders.
• Build long-term relationships by ensuring consistent delivery, proactive issue resolution, and value creation.
• Manage escalations with urgency and professionalism, ensuring quick turnaround and effective closure.

People & Team Management

• Lead, mentor, and coach managers and team leads to build high-performing teams.
• Drive employee engagement, motivation, and career development.
• Manage workforce planning, talent acquisition support, and succession planning.

Financial & Business Management

• Manage P&L accountability for assigned functions/projects.
• Optimize cost structures while maintaining high levels of service quality.
• Contribute to annual business planning, budgeting, and forecasting activities.

Governance & Reporting

• Establish governance frameworks to track operational performance and business outcomes.
• Prepare and present operational dashboards, insights, and strategic updates for leadership and clients.
• Ensure risk management, compliance, and audit readiness across operations.

Key Skills & Competencies

• Strong operational management expertise with proven ability to manage large teams and multiple functions.
• Excellent client relationship, stakeholder engagement, and negotiation skills.
• Strong business acumen with experience in P&L ownership.
• Exceptional leadership and people development capabilities.
• Analytical and problem-solving skills with a focus on data-driven decision-making.
• Ability to manage change, scale operations, and drive transformation initiatives.

Qualifications & Experience

• Bachelors/Masters degree in Business Administration, Operations, or related field.
• 10-12 years of experience in operations management, service delivery, or business transformation.
• Experience in [Startups, E-Commerce, BPO, Automotive, BFSI].
• Exposure to Lean Six Sigma / PMP / Change Management(preferred).

shakil.mandal@idfy.com

• Total Experience:
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• Available for a Face to face interview?