Assistant Manager, Operations

Role Purpose

The Assistant Manager Operations will be responsible for managing day-to-day operations of the Swiggy process, ensuring service delivery excellence, achievement of operational KPIs, workforce productivity, and team engagement. The role requires strong people management, stakeholder coordination, process compliance, and continuous improvement capabilities.

Key Responsibilities

Operational Management

• Drive daily operational performance to achieve client and internal service level agreements (SLAs).
• Monitor key metrics such as productivity, quality, attendance, shrinkage, utilization, and customer experience indicators.
• Ensure smooth execution of operations across shifts and manage escalations effectively.
• Conduct regular reviews to identify performance gaps and implement corrective action plans.

People Management

• Lead and manage Team Leaders and frontline associates.
• Drive employee engagement, retention, and team morale initiatives.
• Conduct performance reviews, coaching sessions, and development discussions.
• Support workforce planning, scheduling, and manpower optimization.

Client & Stakeholder Management

• Act as the primary point of contact for operational escalations.
• Collaborate with internal support functions including HR, Quality, Training, WFM, and IT.
• Participate in client reviews and provide operational updates as required.

Performance & Process Excellence

• Analyze operational data and generate actionable insights.
• Identify opportunities for process improvement and cost optimization.
• Ensure adherence to SOPs, compliance requirements, and organizational policies.
• Drive continuous improvement projects to enhance efficiency and service quality.

Reporting & Governance

• Prepare and present daily, weekly, and monthly business performance reports.
• Track action items arising from reviews and ensure timely closure.
• Maintain process documentation and operational dashboards.

Desired Candidate Profile

Education

• Bachelor's Degree in any discipline. MBA preferred.

Experience

• 47 years of experience in Operations/BPO/Contact Center management.
• Minimum 12 years of experience managing Team Leaders or large frontline teams.
• Experience in e-commerce, food delivery, customer support, or shared services operations is preferred.

Skills & Competencies

• Strong people management and leadership skills.
• Excellent analytical and problem-solving abilities.
• Proficiency in MS Excel, PowerPoint, and operational reporting.
• Strong communication and stakeholder management skills.
• Ability to work in a fast-paced and dynamic environment.
• Knowledge of workforce management and performance management practices.

Key Performance Indicators (KPIs)

• SLA Achievement
• Productivity & Utilization
• Quality Scores
• Attendance & Shrinkage
• Attrition & Retention
• Employee Engagement
• Client Satisfaction
• Process Compliance

Team Size: 80150 Associates (directly/through Team Leaders)
Shift Requirements: Flexible to work in rotational shifts and week-offs based on business requirements.