Operations Manager Service Delivery

Operations Manager Service Delivery & Administration
Position: Operations Manager Service Delivery & Administration
Experience: 57 Years
Location: Bangalore
Industry: Operations / Service Delivery / Enterprise Services
Role Summary
We are looking for an experienced Operations Manager to manage day-to-day operations, service delivery,
client relationships, workforce management, team performance, HR administration, and operational processes.
The ideal candidate should have strong experience in team management, client handling, SLA/KPI
management, MIS reporting, escalations, and process improvement.
Key Responsibilities
Manage day-to-day operations and ensure smooth service delivery.

Lead and manage teams to achieve productivity, performance, and business targets.

Manage client relationships and handle customer escalations effectively.

Monitor SLA, KPI, productivity, and service quality.
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Manage workforce planning, employee onboarding, attendance, leave, and performance tracking.
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Coordinate recruitment activities, joining formalities, documentation, and induction.
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Coordinate with HR, Finance, IT, vendors, and other stakeholders for operational requirements.
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Prepare MIS reports, KPI dashboards, management reports, and presentations.
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Identify process gaps and implement process improvements.
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Use Power BI and Advanced Excel for reporting and operational analysis.
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Handle incident management, Root Cause Analysis (RCA), and corrective actions.
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Support client onboarding, implementation, go-live, and post-production activities.
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Ensure compliance with company policies, SOPs, and operational processes.
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Required Skills
Strong leadership and team management skills
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Client and stakeholder management
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SLA & KPI management
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Workforce planning and operations management
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Escalation and conflict management
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MIS reporting and data analysis
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Advanced Excel and Power BI
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Vendor management
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Process improvement and RCA
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Excellent communication and interpersonal skills
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Preferred Candidate Profile
57 years of experience in operations, service delivery, customer success, HR administration, or a related
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field.
Experience in managing teams and day-to-day business operations.
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Strong analytical, problem-solving, and decision-making abilities.
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Ability to work with multiple stakeholders and manage operational priorities.
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Strong communication and relationship-management skills.
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Key Performance Indicators
SLA & KPI achievement
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Team productivity and performance
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Client satisfaction and retention
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Timely MIS and reporting
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Resolution of escalations
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Process efficiency and improvement
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Qualification
Bachelor's degree in any relevant discipline. MBA in HR, Business Administration, Business Analytics, or a
related field will be an added advantage.

JOB DESCRIPTION Operations Manager – Service Delivery & Administration Position: Operations Manager – Service Delivery & Administration Experience: 5–7 Years Location: Bangalore Industry: Operations / Service Delivery / Enterprise Services Role Summary We are looking for an experienced Operations Manager to manage day-to-day operations, service delivery, client relationships, workforce management, team performance, HR administration, and operational processes. The ideal candidate should have strong experience in team management, client handling, SLA/KPI management, MIS reporting, escalations, and process improvement. Key Responsibilities • Manage day-to-day operations and ensure smooth service delivery. • Lead and manage teams to achieve productivity, performance, and business targets. • Manage client relationships and handle customer escalations effectively. • Monitor SLA, KPI, productivity, and service quality. • Manage workforce planning, employee onboarding, attendance, leave, and performance tracking. • Coordinate recruitment activities, joining formalities, documentation, and induction. • Coordinate with HR, Finance, IT, vendors, and other stakeholders for operational requirements. • Prepare MIS reports, KPI dashboards, management reports, and presentations. • Identify process gaps and implement process improvements. • Use Power BI and Advanced Excel for reporting and operational analysis. • Handle incident management, Root Cause Analysis (RCA), and corrective actions. • Support client onboarding, implementation, go-live, and post-production activities. • Ensure compliance with company policies, SOPs, and operational processes. Required Skills • Strong leadership and team management skills • Client and stakeholder management • SLA & KPI management • Workforce planning and operations management • Escalation and conflict management • MIS reporting and data analysis • Advanced Excel and Power BI • Vendor management • Process improvement and RCA • Excellent communication and interpersonal skillsPreferred Candidate Profile • 5–7 years of experience in operations, service delivery, customer success, HR administration, or a related field. • Experience in managing teams and day-to-day business operations. • Strong analytical, problem-solving, and decision-making abilities. • Ability to work with multiple stakeholders and manage operational priorities. • Strong communication and relationship-management skills. Key Performance Indicators • SLA & KPI achievement • Team productivity and performance • Client satisfaction and retention • Timely MIS and reporting • Resolution of escalations • Process efficiency and improvement Qualification Bachelor's degree in any relevant discipline. MBA in HR, Business Administration, Business Analytics, or a related field will be an added advantage.