Assistant Manager

Open Destinations; North Goa; On-site; INR 600,000 - 900,000; Full time

Job summary

Open Destinations Limited is seeking an Assistant Operations Manager to oversee 6-8 client projects from Panjim, Goa, ensuring SLA-driven delivery and strong employee engagement. The role focuses on building client partnerships, aligning operations with growth plans, and maintaining impeccable compliance.

You will coach leaders, manage stakeholder expectations, and collaborate with MIS for forecasting. Ideal candidates have 4+ years in outsourcing operations, proven leadership, excellent

Qualifications

• 4+ years of experience leading operations teams in a BPO.
• Excellent leadership and team management abilities.
• Strong communication and interpretation skills.
• Experience with Work Management tools (JIRA) and stakeholder management.

Responsibilities

• Manage operations for 6-8 customers/projects with SLA delivery.
• Build and nurture client partnerships for growth.
• Ensure operational cohesion and future growth readiness.
• Lead weekly and monthly calls to align on expectations.
• Ensure compliance and audit issues resolve on time.
• Forecast volumes and capacity with MIS; identify staffing gaps.
• Coach Team leads/Managers and develop future leaders.
• Serve as key contact for internal and external customers.
• Collaborate on analytics and reporting as required.

Skills

Leadership

Team management

Communication

Performance management

Stakeholder management

JIRA

People management

Education

Bachelor's degree

Master’s degree

Tools

JIRA

Job description

Title: Assistant Operations Manager

Business Unit: Business Support Service (BSS)

Reporting To: Head of Operations

Job Type: Work from office

Location: Panjim, Goa

Industry: BPO

Company Profile

Open Destinations Limited is a leading services and technology provider exclusive to the travel industry, with more than 26 years real-world experience. Our team consists of have 700+ travel professionals who work 24X7 with 100+ customers globally to support and scale travel businesses.

Duties & Responsibilities

• Responsible for managing operations (6-8 customers/projects) seamlessly with timely SLA delivery along with maintaining high levels of employee engagement and customer satisfaction.
• Build strong partnership with the client by growing and nurturing the existing relationships
• To ensure operational cohesion & effective foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations from the teams and providing updates.
• Ensure that all compliance & audit related issues are brought to closure as per agreed timelines.
• Organize resources, sets goals, strategize with management and client on a short and long term basis
• Coach & mentor Team leads/Managers and create a healthy pipeline of future leaders.
• To be the Key contact for all problems and queries for all internal and external customers
• Working with MIS closely - Forecasting future volumes and average handle times to arrive at a capacity plan. Proactively identify staffing gaps.
• Conduct analysis and prepare analytics/reports based on requirement (internal and client)

Required Skills

• 4+ years of experience in leading operations team in an outsourcing business in BPO industry.
• Excellent leadership and team management skills.
• Exceptional communication and interpretation skills.
• Performance management: target setting, review against target, performance monitoring, coaching and training as required.
• Must have good knowledge of Work Management tool JIRA
• Must understand concept of Stakeholder management.
• Good team player with excellent interpersonal skills.

Additional/Preferred Skills

• Experience and understanding of travel or tour operator business.

Educational Qualifications Required

• Bachelor's degree in any field. Master’s degree is a plus.