Operations Manager

Purpose of the Role

We are looking for an Operations Manager to oversee and strengthen operational processes within the Support & Operations function. The role will ensure that business requirements, client-related workflows, internal coordination, and operational activities are managed in a structured, efficient, and consistent manner.

The Operations Manager will identify process gaps, establish SOPs and operational controls, optimize Odoo workflows, and drive continuous improvement initiatives. The role will work closely with cross-functional teams and management to improve visibility, accountability, service delivery, and overall business efficiency.

Role & responsibilities

A. Operational Oversight & Planning

• Oversee day-to-day operational activities and ensure timely execution of business requirements.
• Establish clear responsibilities, priorities, timelines, and follow-up mechanisms for operational activities.
• Identify operational risks, dependencies, delays, and recurring issues, and drive them towards resolution.
• Maintain visibility into ongoing activities, pending actions, and operational priorities.

B. Process Development & Standardization

• Develop, implement, and maintain SOPs for key operational processes.
• Establish structured workflows, approval mechanisms, responsibilities, and operational controls.
• Ensure processes are documented, communicated, followed, and reviewed periodically.
• Identify gaps in existing processes and drive corrective actions to improve consistency and accountability.

C. Process Improvement & Business Efficiency

• Review workflows to identify bottlenecks, duplication, manual dependencies, and inefficiencies.
• Recommend and implement practical improvements to enhance productivity, service quality, and operational consistency.
• Identify opportunities for automation, digitalization, and better system utilization.
• Drive implementation of approved process improvements in coordination with relevant teams.

D. Odoo & Systems Optimization

• Understand operational requirements and translate them into suitable Odoo workflows and system improvements.
• Review and optimize Odoo configurations, workflows, approvals, user access, and data visibility based on business needs.
• Identify gaps in system usage and recommend ways to improve adoption and utilization.
• Coordinate with relevant stakeholders on system changes, testing, implementation, and ongoing improvements.

E. Client-Related Operational Oversight

• Maintain a broader operational view of client-related activities, recurring service issues, and process dependencies.
• Work with CSMs and relevant teams to identify operational gaps affecting client experience, service delivery, or account continuity.
• Ensure appropriate ownership, follow-up, and escalation mechanisms are in place for recurring operational concerns.
• Identify trends across client accounts and recommend process or system improvements to address recurring challenges.

F. Performance Monitoring & Reporting

• Define and monitor relevant operational metrics to assess process performance, efficiency, and execution.
• Prepare and maintain MIS reports, dashboards, and operational trackers.
• Provide management with clear updates on performance, pending actions, recurring issues, and improvement initiatives.
• Use operational data to identify trends, risks, and opportunities for improvement.

G. Cross-Functional Coordination & Implementation

• Work closely with relevant departments to manage dependencies and resolve operational challenges.
• Coordinate the rollout of new processes, systems, workflows, and operational guidelines.
• Ensure stakeholders understand their responsibilities and that implementation is followed through.
• Provide management with operational insights, recommendations, and updates on key initiatives.

Preferred candidate profile

• MBA or equivalent Masters degree is an added advantage.
• Experience in business operations, process management, or operational excellence.
• Experience developing, implementing, and maintaining SOPs.
• Hands-on experience with Odoo or other ERP systems.
• Experience with MIS, dashboards, and operational reporting.
• Exposure to workflow automation and business process digitalization.
• Experience implementing new processes, systems, or operational workflows.
• Ability to independently identify operational gaps and drive improvement initiatives from assessment through implementation.