Assistant Manager, Manager / Operations

Matrix Business Services; Chennai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Matrix Business Services is seeking an Assistant Manager/Manager - Operations to oversee end-to-end operational delivery, manage client engagements, and lead cross-functional teams. You will drive projects within timelines, quality standards, SLAs, and budgets in a dynamic client-focused environment.

Ideal candidates bring strong operational management and stakeholder management skills, with a track record of process improvement and team leadership across multiple functions.

Qualifications

• Bachelor-level or higher in business/engineering; MBA a plus.
• Experience in operations management, client-focused delivery, and cross-functional leadership.

Responsibilities

• Plan, manage, and execute operational activities to meet objectives.
• Develop plans, milestones, resources, and monitor progress.
• Ensure timely project delivery and SLA adherence.
• Monitor productivity, efficiency, and service quality.
• Act as primary client contact; conduct reviews and ensure satisfaction.
• Lead cross-functional teams across operations, quality, technology, and field functions.
• Drive process improvement, SOP compliance, and cost optimization.
• Identify risks and implement mitigation; track action items.
• Monitor budgets, forecasting, and profitability initiatives.
• Prepare weekly/monthly dashboards; report to senior management.
• Drive corrective and preventive actions to hit targets.

Skills

Operational management

Client relationship management

Team leadership

Analytical skills

Process improvement

Cross-functional collaboration

Stakeholder management

Lean or Six Sigma

Education

Bachelor's degree in Engineering

Bachelor's degree in Business Administration

Bachelor's degree in Commerce

MBA (advantage)

Job description

Job Description

We are looking for a highly motivated and results-driven Assistant Manager/Manager - Operations to oversee end-to-end operational delivery, manage client engagements, lead cross-functional teams, and ensure projects are delivered within defined timelines, quality standards, service-level agreements (SLAs), and budgets.

The ideal candidate should have strong operational management, client relationship management, team leadership, analytical, and process improvement skills, with the ability to drive operational excellence in a dynamic, client-focused environment.

Key Responsibilities

1. Operations & Project Management

• Plan, manage, and execute operational activities to achieve business objectives.
• Develop operational plans, define milestones, allocate resources, and monitor progress.
• Ensure timely delivery of projects and operational commitments.
• Monitor productivity, operational efficiency, and service delivery performance.

2. Client & Stakeholder Management

• Act as the primary point of contact for assigned clients.
• Conduct regular client review meetings and performance discussions.
• Understand client requirements and ensure effective execution.
• Build strong client relationships and maintain high customer satisfaction.

3. Team Management & Leadership

• Lead and manage cross-functional teams across operations, quality, technology, and field functions.
• Allocate resources based on workload, capacity, and business priorities.
• Drive team performance, accountability, and productivity.
• Coach and mentor team members to improve performance and engagement.

4. Process Improvement & Quality Management

• Ensure compliance with defined SOPs, policies, and quality standards.
• Identify opportunities for process optimization, automation, and cost reduction.
• Implement continuous improvement initiatives using Lean or Six Sigma methodologies.
• Monitor quality metrics and take corrective actions to improve operational performance.

5. Risk & Issue Management

• Identify operational risks and develop mitigation plans.
• Resolve escalated issues and coordinate with relevant stakeholders.
• Ensure timely closure of action items and critical issues.
• Implement preventive measures to minimize operational disruptions.

6. Financial & Resource Management

• Monitor operational costs, budgets, and resource utilization.
• Support budgeting, forecasting, and profitability improvement initiatives.
• Track project expenses and ensure effective cost control.
• Coordinate with Finance for invoicing, billing, and revenue realization, wherever applicable.

7. Reporting & Performance Monitoring

• Prepare and present weekly and monthly operational dashboards.
• Track KPIs, including SLA adherence, productivity, quality, customer satisfaction, and resource utilization.
• Present operational performance updates to senior management.
• Drive corrective and preventive actions to achieve business targets.

Required Qualifications

• Bachelor's degree in Engineering, Business Administration, Commerce, or a related discipline.
• MBA or a relevant professional certification will be an added advantage.

Required Experience

• 5-10 years of experience in operations management, project management, or service delivery.
• Experience in client-facing operations and stakeholder management.
• Proven experience in managing cross-functional teams; experience managing 20+ team members is preferred.
• Exposure to Managed Services, BFSI, FMCG, Audit & Assurance, Supply Chain, or Consulting will be an advantage.

Key Performance Indicators (KPIs)

• Operational efficiency and productivity
• On-time delivery and SLA compliance
• Quality and accuracy metrics
• Customer satisfaction and client retention
• Resource utilization and team productivity
• Budget adherence and cost optimizationRisk mitigation and issue resolution
• Process improvement and automation initiatives
• Team performance and employee engagement