Associate Delivery Manager

OnGrid; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

OnGrid is seeking an experienced Operations professional to manage end-to-end background verification deliveries for assigned clients from our Gurgaon office. You will ensure adherence to TAT and SLA commitments, monitor pipelines, and drive closure of delays with data-driven insights.

Join a growing team, mentor analysts, coordinate with product and tech, and report key metrics daily to improve workflows and client satisfaction.

Qualifications

• 4-6 years of experience in Operations or related roles.
• Strong people management and leadership skills.
• Excellent client interaction and stakeholder management.
• Strong organizational and time-management skills.
• Proficiency in MS Excel / Google Sheets and MIS reporting.
• Ability to work independently and make data-driven decisions.
• Ability to manage multiple priorities within strict timelines.
• Strong verbal and written communication skills.
• Ability to coordinate with cross-functional teams.

Responsibilities

• End-to-end delivery of background verification cases for clients.
• Monitor case pipelines, identify bottlenecks, drive closures.
• Coordinate with agents and internal verification teams.
• Serve as escalation point for client delivery queries.
• Track metrics like TAT, completion rate, quality through MIS reports.
• Conduct root-cause analysis and implement corrective actions.
• Collaborate with Product, Tech, and Customer Success to improve workflows.
• Support client reviews and business calls with data insights.
• Mentor team members on process adherence and quality.

Skills

People management

Leadership

Stakeholder management

Communication skills

Time-management

Data-driven decision making

Tools

MS Excel

Google Sheets

MIS reporting

Job description

About OnGrid

OnGrid is a leading digital trust platform offering digital KYC, verifications, and background checks for onboarding employees, contractors, users, merchants, customers, etc. Founded by IIT-B alumni, OnGrid has completed more than

About OnGrid

OnGrid is a leading digital trust platform offering digital KYC, verifications, and background checks for onboarding employees, contractors, users, merchants, customers, etc. Founded by IIT-B alumni, OnGrid has completed more than 1 Billion+ checks across 4000+ happy clients.

At OnGrid, we are focused on redefining and reimagining trust, safety, compliance and accountability through our platforms OnGrid, eLockr, and Gridlines. Having built these basic pillars of trust (and creating a profitable venture with 300+ full-time people in the process), we now want our imagination to be let loose and think of avenues never explored, and execute in ways never implemented before.

Key Responsibilities

• Manage end-to-end delivery of background verification cases for assigned clients, ensuring adherence to TAT and SLA commitments
• Monitor case pipelines daily, identify bottlenecks and delays, and drive closure of pending and insufficient cases
• Coordinate with agents, and internal verification teams to ensure timely and accurate check completion
• Act as the first point of escalation for client delivery queries and resolve issues with clear, timely communication
• Track and report key metrics such as TAT, completion rate, insufficiency rate, and quality accuracy through daily and weekly MIS reports
• Conduct root-cause analysis on delays and quality issues, and implement corrective and preventive actions
• Work with Product, Tech, and Customer Success teams to improve workflows and flag recurring issues
• Support client reviews and business calls with delivery data and insights
• Guide and mentor team members (analysts and executives) on process adherence and quality

Requirements

• 4-6 years of experience in Operations, Service Delivery, Process Management, or a similar role.
• Strong people management and leadership skills, with the ability to motivate, guide, and develop team members.
• Excellent client interaction and stakeholder management skills.
• Strong organizational and time-management skills, with the ability to manage multiple priorities effectively.
• Proficiency in MS Excel / Google Sheets and MIS reporting.
• Ability to work independently, take ownership, and make data-driven decisions.
• Ability to manage work within strict timelines while maintaining quality and accuracy.
• Strong verbal and written communication skills.
• Ability to coordinate effectively with cross-functional teams and stakeholders.

Location: Gurgaon Sec 54 (Work from Office)