Operations Manager

What does an Operations Manager really do? Think of yourself as a leader and the master of

your department, so not just anyone is qualified for this role! Here at TaskUs we make sure we

get the best of the best, after all, we are a ridiculously good company so we make sure our

employees are top notch. Come on now, we need your full attention because its time to

imagine what it’s like being an Operations Manager.

Imagine yourself going to work with one thing on your mind: that in most companies, it’s all

about the KPIs but in TaskUs it’s all about solving business problems through innovation. As you

tackle your new tasks for the day, you know that it will all lead to one thing that your

department believes in: to provide the best possible customer experience to your clients.

As Operations Manager, you are also responsible for making sure that KPIs are being met

consistently. You need to come up with ways in which to effectively make each employee reach

their best potential. With this, you must also be creative because you need to devise effective

plans on how to make each employee reach their target. As a leader, you must also gain the

trust and respect of your employees because let’s face it -- how can you lead when people don’t

believe you?

You need to be able to reach out to them, drop by their workstations, have short chit-chats, and

make them feel important. You need to be able to identify their strengths and weaknesses, take

advantage of them and assign them tasks that will help them work on their weaknesses and

showcase their talents. This way, you are able to manage relationships better and develop

people at the same time.

Requirements:

So, what is it we’re looking for?

Since this is an Operations Manager post, we’d need someone who already has the skills to even

call themselves a Manager. We’re looking for someone who has strong interpersonal skills,

verbal and written communication skills and most importantly empathy. Someone who has a

high affinity and cultural awareness of political and social situations regarding the relevant

market and region that will be supported.

Someone who has at least three years of related working experience, preferably someone who

already knows how the system works -- specializing in customer experience operations and

management.We need someone who is responsible and has a good track record of meeting and delivering

targets. Someone who can articulate him/herself well enough with others, like teammates and

clients. We need someone who can multitask and work in a fast-paced environment. Someone

who can lead and is great in analyzing situations and data.

BAU Transactions:

• Handling multiple SOW for different verticals of campaign
• Demonstrate achievement of results eg. business improvements, cost savings, revenue

generation

• Liaising with different department to ensure smooth and effective operational delivery
• Translate business strategy into day to day delivery
• Collaborating with different stakeholders for new launches if any stakeholder

management ensures there is smooth communication between all the departments.

• Responsible for all aspects of operations which include monitoring staffing,temporary

coverage and training, delivering excellent client service

Client Relationship Management:

• Ensure delivery of Client KPIs/ targets including day to day service levels, customer

experience, quality and compliance measures

• Manage and develop the operational client relationships by conducting (where

appropriate) operational client review meetings and day to day ops liaison with client

build and maintain strong client relationships

• Ensuring smooth transition of new business
• Ensuring all the KPI’s delivery as per SOW agreement with client

Profitability Enablement and Purview of finance & revenue

• Timecard management to ensure no loss of productive hours
• Timely updation of v7 revenue file to ensure zero discrepancy on projected vs actual

revenue

• Timely generation of invoice

Team and People Management

Execute a well-defined Communication and Engagement model in place to ensure

that the team understands the performance of our business and also that they

understand the needs of their teams effectively managing and coaching Operations Managers

and Team Leaders Eligibility Criteria

• Must have the ability to work well in a team environment, as well as alone
• Must demonstrate the ability to effectively manage time, prioritize tasks and work

within deadlines

• Excellent ability to delegate responsibilities while maintaining organizational control
• of team and customer service
• Highly trained in conflict management and business negotiation processes
• Knowledge of general business software and aptitude to learn new applications;
• Proficiency in G-suite (Word, Spreadsheet etc)
• Minimum 1 year of on-paper Operations Manager experience Role & responsibilities