Deputy Manager

Ocube Services; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Ocube Services is seeking a Deputy Manager Operations to lead BPO operations in Mumbai, driving performance and ensuring SLA/KPI adherence. The role requires strong experience in managing large teams, coordinating with Quality, Training and WFM teams, and delivering exceptional customer outcomes.

The ideal candidate will oversee end-to-end operations, implement process improvements, and maintain robust governance to meet client requirements in a fast-paced environment.

Qualifications

• 8–12 years of relevant experience in BPO/ITES operations.
• Experience managing large teams and multiple operational functions.
• Experience handling international voice/non-voice processes preferred.

Responsibilities

• Manage day-to-day operations for assigned processes/accounts.
• Drive SLA, AHT, productivity, quality, CSAT, FCR, and service levels.
• Lead Team Leaders and large frontline operations teams.
• Monitor performance dashboards and identify gaps.
• Collaborate with Quality, Training, and Workforce Management.
• Prepare and present performance reports to senior management.

Skills

Large team management

BPO/BPM operations

KPI/SLA tracking

Process improvement

Stakeholder management

People development

Analytical thinking

MS Excel

Education

Graduation in any discipline

MBA/PGDM (added advantage)

Job description

Location: Andheri East, Mumbai
Full-time | Work from Office

Candidates based out at Mumbai are only eligible.
Website: www.ocubeservices.com

About Ocube Services

Ocube Services is a trusted provider of customer experience and business process management solutions, serving clients across the MEASA region. We combine operational excellence, technology-driven innovation, and a customer-centric approach to help organizations enhance service delivery and achieve sustainable growth. Our commitment to continuous improvement, employee development, and quality-driven performance enables us to deliver exceptional outcomes for both our clients and our people.

About the Role

We are looking for an experienced and result-oriented Deputy Manager Operations to lead and manage BPO operations, drive business performance, and ensure achievement of key operational metrics.

The ideal candidate will have strong experience in managing large teams, driving productivity and quality, improving customer experience, and maintaining SLA/KPI adherence. The role will involve close coordination with internal stakeholders, clients, Quality, Training, and Workforce Management teams to ensure consistent operational excellence.

Key Responsibilities

Operations Management

• Manage day-to-day operations for assigned processes/accounts.
• Ensure achievement of key operational metrics including SLA, AHT, Productivity, Quality, CSAT, FCR, and Service Levels.
• Drive process performance and ensure adherence to business targets.
• Monitor operational dashboards and identify performance gaps.
• Implement corrective and preventive action plans to improve performance.

Team & People Management

• Lead and manage Team Leaders and large frontline operations teams.
• Coach and mentor Team Leaders to improve team performance.
• Drive employee engagement, motivation, and retention initiatives.
• Monitor attendance, shrinkage, attrition, productivity, and manpower utilization.
• Identify high performers and develop internal talent for future leadership roles.

Performance & Productivity

• Analyze daily, weekly, and monthly performance reports.
• Identify trends and implement strategies to improve productivity and efficiency.
• Conduct regular performance reviews with Team Leaders.
• Ensure effective utilization of manpower and operational resources.
• Drive performance improvement plans for underperforming teams.

Quality & Customer Experience

• Partner with Quality and Training teams to identify process and performance gaps.
• Ensure adherence to quality standards and client-specific requirements.
• Drive initiatives to improve CSAT, FCR, customer experience, and quality scores.
• Review customer complaints, escalations, and root-cause analysis.
• Implement action plans to minimize repeat issues and improve service delivery.

Client & Stakeholder Management

• Act as a key point of contact for internal and external stakeholders.
• Participate in client calls, business reviews, and performance discussions.
• Prepare and present operational performance reports to senior management and clients.
• Ensure timely communication and resolution of operational issues.
• Build strong relationships with clients and cross-functional teams.

Process Improvement

• Identify opportunities for process improvement and operational efficiency.
• Drive continuous improvement and cost optimization initiatives.
• Participate in Lean / Six Sigma or other process improvement projects, where applicable.
• Standardize processes and ensure adherence to SOPs.
• Support automation and technology-driven process improvements.

MIS & Reporting

• Review and analyze operational MIS and dashboards.
• Prepare daily, weekly, and monthly performance reports.
• Track KPIs, SLAs, productivity, quality, shrinkage, absenteeism, and attrition.
• Present actionable insights and recommendations to management.

Compliance & Governance

• Ensure compliance with company policies, client requirements, and process guidelines.
• Maintain operational controls and documentation.
• Conduct regular governance reviews and process audits.
• Ensure data security and confidentiality standards are followed.

Required Skills & Competencies

• Strong understanding of BPO / BPM operations and customer service processes.
• Proven experience in managing large teams and multiple operational functions.
• Strong knowledge of KPI, SLA, AHT, Productivity, Quality, CSAT, FCR, and Service Level metrics.
• Excellent people management and leadership skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and presentation skills.
• Strong client and stakeholder management skills.
• Ability to work in a fast-paced and target-driven environment.
• Good knowledge of MS Excel and operational reporting tools.
• Strong decision-making and escalation management capabilities.

Qualification & Experience

• Graduate in any discipline; MBA/PGDM is an added advantage.
• 8 to 12 years of relevant experience in BPO/ITES operations.
• Experience handling international voice/non-voice processes will be preferred.
• Candidates with experience in customer service, sales, or blended processes are preferred.