Architect

Operations Manager - Deal Operations

Role Objective

The Operations Manager handles end-to-end delivery governance for Google's Deal Operations across multiple workflows, driving strategic excellence, SLA compliance, workforce planning, process transitions, and client satisfaction.

Key Responsibilities

Delivery & Governance: Lead multiple workflows including Order Management, Product Fulfillment, Renewals, and Contracting. Manage capacity planning, hiring, and resource allocation for 50–100 FTEs. Act as the primary escalation point for client concerns and drive daily/weekly governance forums.

Efficiency & Pipeline: Identify scalability improvements, lead new workflow transitions, and partner with Quality, Training, and Analytics teams. Mentor Team Leads to build a leadership succession pipeline.

Key Deliverables

Achieve 100% SLA compliance for case closure, TAT, throughput, audits, accuracy, and timelines. Improve operational efficiency, utilization, and Cases Per Hour (CPH) using a continuous improvement framework. Maintain positive client satisfaction scores with minimal escalations.

Profile & Work Requirements

Profile: Graduate with 8–12 years of BPO/KPO operations experience, including 4–5 years in people management. Strong domain knowledge of Order Management or Contract workflows, SLA governance, and workforce planning is required. Familiarity with SAP, CRM, or workflow tools is preferred.

Work Requirements: Work from Virtusa Campus, Hyderabad (Work from Office). 24x7 rotational shifts (every 45 days) with shift allowances and partial transport provided by region (JAPAC: 3:30 AM–12:30 PM, EMEA: 12:30 PM–9:30 PM, NAMER: 7:30 PM–4:30 AM). Requires flexibility for end-of-quarter volume extensions.