Assistant Manager - Operations

IDfy; Bengaluru; On-site; INR 750,000 - 1,100,000; Full time

Job summary

IDfy in Bengaluru is seeking a proactive Assistant Manager - Operations to oversee the CrimeCheck process, drive productivity, quality, and SLA adherence.

You will lead a high-volume, target-driven team, plan manpower and shifts, analyze MIS dashboards, and coordinate with multiple stakeholders to continuously improve operations and resolve escalations.

This role demands independent ownership of day-to-day challenges and a focus on risk management and SOP compliance.

Responsibilities

• Manage daily operations, ensuring productivity, quality, TAT and SLA adherence.
• Lead, mentor and manage the team, including performance, attendance and productivity.
• Monitor daily volumes, pending queues, ageing and capacity to prevent TAT breaches.
• Plan manpower, shifts and team allocation based on volumes and business priorities.
• Prepare and analyse MIS, dashboards and performance reports to identify trends and gaps.
• Identify process gaps and bottlenecks and drive operational improvements.
• Conduct RCA for TAT/SLA misses, quality issues and escalations and drive corrective actions.
• Ensure adherence to SOPs, quality standards, risk guidelines and company policies.
• Handle operational/client escalations and ensure timely resolution.
• Coordinate with HR, Quality, Training, Product/Tech and other stakeholders for hiring, training, system improvements and smooth operations.

Job description

Role Overview

The Assistant Manager - Operations will be responsible for managing day-to-day operations for the CrimeCheck process, ensuring productivity, quality, TAT and SLA targets are consistently achieved. The role will involve team management, operational planning, performance monitoring, stakeholder coordination and continuous process improvement.

The person should be comfortable managing a high-volume, target-driven operation and taking independent ownership of day-to-day operational challenges and escalations.

Key Responsibilities

• Manage daily operations, ensuring productivity, quality, TAT and SLA adherence.
• Lead, mentor and manage the team, including performance, attendance and productivity.
• Monitor daily volumes, pending queues, ageing and capacity to prevent TAT breaches.
• Plan manpower, shifts and team allocation based on volumes and business priorities.
• Prepare and analyse MIS, dashboards and performance reports to identify trends and gaps.
• Identify process gaps and bottlenecks and drive operational improvements.
• Conduct RCA for TAT/SLA misses, quality issues and escalations and drive corrective actions.
• Ensure adherence to SOPs, quality standards, risk guidelines and company policies.
• Handle operational/client escalations and ensure timely resolution.
• Coordinate with HR, Quality, Training, Product/Tech and other stakeholders for hiring, training, system improvements and smooth operations.