Assistant Manager - Operations (SLA & MIS)

Matrix Business Services; Chennai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Matrix Business Services in Chennai seeks an Assistant Manager Operations to oversee operational performance, SLA compliance, MIS reporting, and team productivity. The role requires strong analytical skills, advanced Excel, and experience in KPIs, TAT, attrition, escalations, retention, and renewals.

Leadership and data-driven decision-making are essential. The ideal candidate will lead a team, coordinate with stakeholders, and develop dashboards and reports while ensuring data accuracy and

Qualifications

• Bachelor's degree in a related field and 5+ years in Operations/MIS.
• Experience leading teams (Team Lead or similar) and driving KPIs.
• Strong analytical and data-driven decision-making abilities.

Responsibilities

• Manage day-to-day operations ensuring SLA and TAT adherence.
• Monitor KPIs and drive performance toward targets.
• Lead, coach, and manage team productivity and quality.
• Track attrition, retention, renewals, and escalations.
• Prepare MIS reports daily, weekly, monthly for senior management.
• Develop dashboards, performance trackers, and reports.
• Ensure data accuracy and timely submission of reports.
• Identify gaps and implement corrective/preventive actions.
• Coordinate escalations with stakeholders for timely resolution.
• Analyze trends and provide actionable insights for efficiency.
• Conduct regular performance reviews and support employee development.
• Streamline reporting via Excel automation (formulas/macros).

Skills

Operations & SLA

MIS reporting

Advanced Excel

Pivot Tables

VLOOKUP

IF formulas

Macros & VBA

KPI analysis

Data accuracy

Stakeholder management

Team leadership

Education

Bachelor's degree in Business Administration/Commerce/IT

Job description

Job Summary

We are looking for a result-oriented Assistant Manager Operations to manage operational performance, SLA compliance, MIS reporting, and team productivity. The ideal candidate should have strong analytical skills, advanced Excel knowledge, and experience in managing KPIs, TAT, attrition, escalations, retention, and renewals. The role requires effective leadership, data-driven decision-making, and continuous process improvement.

Key Responsibilities

• Manage day-to-day operations and ensure adherence to defined SLAs and turnaround times (TAT).
• Monitor and analyze key performance indicators (KPIs) to achieve operational targets.
• Lead, coach, and manage team performance to ensure productivity and quality standards.
• Track and analyze attrition, retention, renewals, and customer escalations.
• Prepare daily, weekly, and monthly MIS reports for senior management.
• Develop and maintain dashboards, performance trackers, and operational reports.
• Ensure data accuracy, integrity, and timely submission of reports.
• Identify performance gaps and implement corrective and preventive action plans.
• Manage escalations and coordinate with internal stakeholders for timely resolution.
• Analyze trends and provide actionable insights to improve operational efficiency.
• Conduct regular performance reviews and support employee development.
• Streamline reporting processes through Excel automation, formulas, and macros.

Required Skills

• Strong knowledge of Operations and SLA management.
• Hands-on experience in MIS reporting and KPI analysis.
• Advanced Microsoft Excel skills, including:
• Pivot Tables and Pivot Charts
• VLOOKUP and lookup functions
• IF, SUMIF/SUMIFS, COUNTIF/COUNTIFS, and other Excel formulas
• Data validation, conditional formatting, and dashboard creation
• Macros and basic VBA automation
• Experience in tracking TAT, attrition, retention, renewals, and escalations.
• Strong analytical, problem-solving, and reporting skills.
• Excellent communication, stakeholder management, and leadership abilities.
• Ability to work under pressure and meet strict deadlines.

Qualifications

• Bachelor's degree in Business Administration, Commerce, Information Technology, or a related field.
• Minimum 5 years of experience in Operations/MIS, with relevant team-handling experience.
• Prior experience in a Team Lead, Senior Analyst, or Assistant Manager role is preferred.

Key Performance Indicators (KPIs)

• SLA adherence and TAT compliance
• Team productivity and operational efficiency
• MIS accuracy and report submission timelines
• Attrition and employee retention
• Renewal performance
• Escalation resolution and turnaround time
• Quality and process compliance

Contact ID - [e-mail]