Assistant Operations Manager

TP; Mumbai; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

A leading operational management company in Mumbai is seeking an experienced Operations Manager who will oversee daily activities to meet service level agreements (SLAs) and key performance indicators (KPIs). The role involves analyzing performance trends, collaborating with various stakeholders, and implementing strategies for improvement. A focus on team coaching and development is essential to enhance performance and ensure client satisfaction, making this a key leadership position within the organization.

Qualifications

• Strong leadership skills for team performance management.
• Ability to conduct performance reviews and coaching.
• Skilled in data analysis for performance trends.

Responsibilities

• Manage daily operational activities ensuring SLAs and KPIs.
• Analyze performance trends, identify gaps, and execute strategies.
• Collaborate with internal stakeholders for alignment.
• Collaborate with Quality, Training, Workforce, HR, and Client Stakeholders for operational alignment.
• Lead team huddles, performance reviews, and knowledge sessions to maintain process consistency.
• Ensure shift management, roster planning, and adequate staffing to support volume fluctuations.
• Manage escalations, resolve service issues, and ensure effective customer handling.
• Prepare daily/weekly/monthly MIS reports, dashboards, and business review presentations.
• Support new process migrations, pilot batches, and transition activities.
• Implement operational controls and risk mitigation plans.
• Standardized operational workflows and updated SOPs
• Daily/weekly/monthly MIS & operational dashboards
• Performance improvement plans (PIP) and quality action plans
• Root-cause analysis reports for escalations and performance gaps
• Process improvement initiatives and cost‑efficiency recommendations
• Team capability enhancement through coaching & development programs
• Achievement of monthly KPI & SLA targets (AHT, CSAT, Quality, Productivity, TAT, etc.)
• Improved team performance and reduction in skill‑based issues
• Reduction in customer complaints, rework, and process errors
• Better forecast accuracy, staffing adherence, and shrinkage control
• Strong client satisfaction and positive business reviews
• Smooth process delivery with zero compliance breaches

Job description

Manage daily operational activities ensuring delivery of all SLAs and KPIs.

Monitor team performance, conduct one‑on‑ones, coaching, and create action plans for improvement.

Analyze performance trends, identify gaps, and execute improvement strategies.

Collaborate with Quality, Training, Workforce, HR, and Client Stakeholders for operational alignment.

Lead team huddles, performance reviews, and knowledge sessions to maintain process consistency.

Ensure shift management, roster planning, and adequate staffing to support volume fluctuations.

Manage escalations, resolve service issues, and ensure effective customer handling.

Prepare daily/weekly/monthly MIS reports, dashboards, and business review presentations.

Support new process migrations, pilot batches, and transition activities.

Implement operational controls and risk mitigation plans.

Standardized operational workflows and updated SOPs

Daily/weekly/monthly MIS & operational dashboards

Performance improvement plans (PIP) and quality action plans

Root-cause analysis reports for escalations and performance gaps

Process improvement initiatives and cost‑efficiency recommendations

Team capability enhancement through coaching & development programs

Achievement of monthly KPI & SLA targets (AHT, CSAT, Quality, Productivity, TAT, etc.)

Improved team performance and reduction in skill‑based issues

Reduction in customer complaints, rework, and process errors

Better forecast accuracy, staffing adherence, and shrinkage control

Strong client satisfaction and positive business reviews

Smooth process delivery with zero compliance breaches