Operations Manager

About the Role

Beyond Just Service is looking for an experienced and results-driven Operations Manager to lead customer support, back-office, and process operations in a high-volume, process-driven environment.

The ideal candidate will be responsible for ensuring efficient service delivery, managing team performance, improving operational productivity, maintaining quality and compliance standards, and driving continuous process improvement. The role requires strong leadership, analytical, and problem-solving skills, along with the ability to manage multiple operational priorities and deliver business objectives.

Key Responsibilities

• Lead and manage day-to-day operations across customer support, back-office, and process teams.
• Manage Team Leaders, Executives, and support staff to achieve defined service, quality, and productivity targets.
• Monitor and improve key performance indicators (KPIs), including SLA adherence, turnaround time, productivity, quality scores, customer satisfaction, resolution rates, backlog, and absenteeism.
• Oversee workforce planning, shift scheduling, roster management, capacity planning, and resource allocation.
• Monitor real-time operational performance and take corrective action to manage volume fluctuations, pending cases, escalations, and service disruptions.
• Review daily, weekly, and monthly operational dashboards, identify performance gaps, and present insights and action plans to senior management.
• Drive process standardisation, automation opportunities, and continuous improvement initiatives to enhance efficiency and reduce errors.
• Ensure adherence to standard operating procedures (SOPs), client requirements, data confidentiality, compliance policies, and quality standards.
• Handle operational escalations and coordinate with internal stakeholders to ensure timely resolution.
• Collaborate with Quality, Training, HR, IT, Finance, and other cross-functional teams to improve employee performance and customer outcomes.
• Conduct performance reviews, team huddles, coaching sessions, and development plans for Team Leaders and Executives.
• Identify training requirements and support capability-building initiatives across teams.
• Work with HR to manage employee engagement, attrition, attendance, discipline, and retention initiatives.
• Maintain accurate operational records, performance reports, audit documentation, and process trackers.
• Support the transition and implementation of new processes, clients, workflows, and service lines.

Requirements

• Graduation is mandatory. An MBA or postgraduate qualification in Operations, Business Administration, or a related field is preferred.
• 6-8 years of experience in BPO, shared services, GCC, customer support, back-office, or service operations.
• At least 3–4 years of experience managing teams, Team Leaders, or operational processes.
• Strong understanding of SLA and KPI management, quality management, workforce planning, escalation management, and process improvement.
• Proficiency in MS Excel, PowerPoint, operational reporting dashboards, and CRM/workflow tools.
• Strong analytical, leadership, stakeholder-management, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced, target-driven, on-site operational environment.

Preferred Candidate Profile

• Proven ability to manage high-volume operations and drive consistent performance.
• Strong focus on customer satisfaction, service quality, and operational efficiency.
• Ability to analyse data, identify performance gaps, and implement effective corrective actions.
• Experience in leading teams, developing people, and building a performance-driven work culture.
• Ability to collaborate effectively with senior management and cross-functional stakeholders.

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Work Location: In person