Assistant Manager - Operations (SLA & MIS)

Job Summary

We are looking for a result-oriented Assistant Manager Operations to manage operational performance, SLA compliance, MIS reporting, and team productivity. The ideal candidate should have strong analytical skills, advanced Excel knowledge, and experience in managing KPIs, TAT, attrition, escalations, retention, and renewals. The role requires effective leadership, data-driven decision-making, and continuous process improvement.

Key Responsibilities

• Manage day-to-day operations and ensure adherence to defined SLAs and turnaround times (TAT).
• Monitor and analyze key performance indicators (KPIs) to achieve operational targets.
• Lead, coach, and manage team performance to ensure productivity and quality standards.
• Track and analyze attrition, retention, renewals, and customer escalations.
• Prepare daily, weekly, and monthly MIS reports for senior management.
• Develop and maintain dashboards, performance trackers, and operational reports.
• Ensure data accuracy, integrity, and timely submission of reports.
• Identify performance gaps and implement corrective and preventive action plans.
• Manage escalations and coordinate with internal stakeholders for timely resolution.
• Analyze trends and provide actionable insights to improve operational efficiency.
• Conduct regular performance reviews and support employee development.
• Streamline reporting processes through Excel automation, formulas, and macros.

Required Skills

• Strong knowledge of Operations and SLA management.
• Hands-on experience in MIS reporting and KPI analysis.
• Advanced Microsoft Excel skills, including:
• Pivot Tables and Pivot Charts
• VLOOKUP and lookup functions
• IF, SUMIF/SUMIFS, COUNTIF/COUNTIFS, and other Excel formulas
• Data validation, conditional formatting, and dashboard creation
• Macros and basic VBA automation
• Experience in tracking TAT, attrition, retention, renewals, and escalations.
• Strong analytical, problem-solving, and reporting skills.
• Excellent communication, stakeholder management, and leadership abilities.
• Ability to work under pressure and meet strict deadlines.

Qualifications

• Bachelor's degree in Business Administration, Commerce, Information Technology, or a related field.
• Minimum 5 years of experience in Operations/MIS, with relevant team-handling experience.
• Prior experience in a Team Lead, Senior Analyst, or Assistant Manager role is preferred.

Key Performance Indicators (KPIs)

• SLA adherence and TAT compliance
• Team productivity and operational efficiency
• MIS accuracy and report submission timelines
• Attrition and employee retention
• Renewal performance
• Escalation resolution and turnaround time
• Quality and process compliance

Contact ID - [email removed]