Assistant Manager, Manager / Operations

Job Description

We are looking for a highly motivated and results-driven Assistant Manager/Manager - Operations to oversee end-to-end operational delivery, manage client engagements, lead cross-functional teams, and ensure projects are delivered within defined timelines, quality standards, service-level agreements (SLAs), and budgets.

The ideal candidate should have strong operational management, client relationship management, team leadership, analytical, and process improvement skills, with the ability to drive operational excellence in a dynamic, client-focused environment.

Key Responsibilities

1. Operations & Project Management

• Plan, manage, and execute operational activities to achieve business objectives.
• Develop operational plans, define milestones, allocate resources, and monitor progress.
• Ensure timely delivery of projects and operational commitments.
• Monitor productivity, operational efficiency, and service delivery performance.

2. Client & Stakeholder Management

• Act as the primary point of contact for assigned clients.
• Conduct regular client review meetings and performance discussions.
• Understand client requirements and ensure effective execution.
• Build strong client relationships and maintain high customer satisfaction.

3. Team Management & Leadership

• Lead and manage cross-functional teams across operations, quality, technology, and field functions.
• Allocate resources based on workload, capacity, and business priorities.
• Drive team performance, accountability, and productivity.
• Coach and mentor team members to improve performance and engagement.

4. Process Improvement & Quality Management

• Ensure compliance with defined SOPs, policies, and quality standards.
• Identify opportunities for process optimization, automation, and cost reduction.
• Implement continuous improvement initiatives using Lean or Six Sigma methodologies.
• Monitor quality metrics and take corrective actions to improve operational performance.

5. Risk & Issue Management

• Identify operational risks and develop mitigation plans.
• Resolve escalated issues and coordinate with relevant stakeholders.
• Ensure timely closure of action items and critical issues.
• Implement preventive measures to minimize operational disruptions.

6. Financial & Resource Management

• Monitor operational costs, budgets, and resource utilization.
• Support budgeting, forecasting, and profitability improvement initiatives.
• Track project expenses and ensure effective cost control.
• Coordinate with Finance for invoicing, billing, and revenue realization, wherever applicable.

7. Reporting & Performance Monitoring

• Prepare and present weekly and monthly operational dashboards.
• Track KPIs, including SLA adherence, productivity, quality, customer satisfaction, and resource utilization.
• Present operational performance updates to senior management.
• Drive corrective and preventive actions to achieve business targets.

Required Qualifications

• Bachelor's degree in Engineering, Business Administration, Commerce, or a related discipline.
• MBA or a relevant professional certification will be an added advantage.

Required Experience

• 5-10 years of experience in operations management, project management, or service delivery.
• Experience in client-facing operations and stakeholder management.
• Proven experience in managing cross-functional teams; experience managing 20+ team members is preferred.
• Exposure to Managed Services, BFSI, FMCG, Audit & Assurance, Supply Chain, or Consulting will be an advantage.

Key Performance Indicators (KPIs)

• Operational efficiency and productivity
• On-time delivery and SLA compliance
• Quality and accuracy metrics
• Customer satisfaction and client retention
• Resource utilization and team productivity
• Budget adherence and cost optimization
• Risk mitigation and issue resolution
• Process improvement and automation initiatives
• Team performance and employee engagement