Operations Manager

Job Description: Operations Manager

Role: Operations Manager
Experience: 8+ years, with relevant experience in Operations/Service Delivery and Team Management
Location: Pune

Job Summary

We are looking for an experienced Operations Manager to lead day-to-day operational activities, manage teams, and ensure adherence to KPIs, SLAs, and service delivery targets. The ideal candidate should have strong leadership skills, experience in performance management, stakeholder communication, operational governance, and continuous process improvement.

Key Responsibilities

• Lead and manage the operations/service delivery team, ensuring smooth day-to-day operations.
• Monitor and drive achievement of defined KPIs, SLAs, productivity, quality, and operational performance targets.
• Track team performance through dashboards, reports, and regular operational reviews.
• Identify SLA/KPI gaps and implement appropriate corrective and preventive actions.
• Manage team productivity, workload allocation, performance, escalations, and development.
• Conduct regular team meetings, performance reviews, coaching, and mentoring.
• Handle operational and customer escalations and ensure timely resolution.
• Work closely with internal teams, business stakeholders, and clients to ensure service expectations are met.
• Lead daily/weekly/monthly governance and performance review meetings.
• Prepare and present MIS reports, KPI/SLA dashboards, operational metrics, and performance updates to leadership.
• Identify opportunities for process improvement, automation, cost optimization, and operational efficiency.
• Perform root cause analysis for recurring operational issues and drive improvement plans.
• Ensure adherence to organizational processes, compliance requirements, SOPs, and quality standards.
• Support workforce planning, resource utilization, capacity planning, and operational risk management.

Required Skills

• Strong experience in Operations Management / Service Delivery Management
• Hands-on experience in KPI and SLA management
• Strong team handling and people management experience
• Leadership, coaching, and mentoring skills
• Stakeholder and client management
• Escalation and conflict management
• Performance management and operational governance
• MIS reporting and dashboard management
• Root Cause Analysis (RCA) and problem-solving
• Process improvement and operational excellence
• Strong communication and presentation skills