Hr Service Delivery

K12 Techno Services; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

K12 Techno Services in Bangalore is seeking an experienced Operations Manager to oversee day-to-day operations, service delivery, client relationships, workforce planning, HR administration, and process improvements.

You will lead teams, monitor SLA/KPI, drive MIS reporting with Power BI and Advanced Excel, coordinate cross-functional stakeholders, and ensure compliance with SOPs.

Qualifications

• Experience in managing day-to-day operations and service delivery.

Responsibilities

• Manage day-to-day operations and ensure smooth service delivery.
• Lead and manage teams to achieve productivity, performance, and business targets.
• Manage client relationships and handle customer escalations effectively.
• Monitor SLA, KPI, productivity, and service quality.
• Manage workforce planning, employee onboarding, attendance, leave, and performance tracking.
• Coordinate recruitment activities, joining formalities, documentation, and induction.
• Coordinate with HR, Finance, IT, vendors, and other stakeholders for operational requirements.
• Prepare MIS reports, KPI dashboards, management reports, and presentations.
• Identify process gaps and implement process improvements.
• Use Power BI and Advanced Excel for reporting and operational analysis.
• Handle incident management, Root Cause Analysis (RCA), and corrective actions.
• Support client onboarding, implementation, go-live, and post-production activities.
• Ensure compliance with company policies, SOPs, and operational processes.

Skills

Leadership & team mgmt

Client & stakeholder mgmt

SLA KPI mgmt

Workforce planning

Escalation mgmt

MIS reporting & data analysis

Advanced Excel

Power BI

Vendor mgmt

Process improvement & RCA

Education

Bachelor's degree

MBA in HR / Business Analytics

Tools

Power BI

Advanced Excel

Job description

JOB DESCRIPTION

Operations Manager Service Delivery & Administration

Position: Operations Manager Service Delivery & Administration

Experience: 57 Years

Location: Bangalore

Industry: Operations / Service Delivery / Enterprise Services

Role Summary

We are looking for an experienced Operations Manager to manage day-to-day operations, service delivery, client relationships, workforce management, team performance, HR administration, and operational processes. The ideal candidate should have strong experience in team management, client handling, SLA/KPI management, MIS reporting, escalations, and process improvement.

Key Responsibilities

• Manage day-to-day operations and ensure smooth service delivery.
• Lead and manage teams to achieve productivity, performance, and business targets.
• Manage client relationships and handle customer escalations effectively.
• Monitor SLA, KPI, productivity, and service quality.
• Manage workforce planning, employee onboarding, attendance, leave, and performance tracking.
• Coordinate recruitment activities, joining formalities, documentation, and induction.
• Coordinate with HR, Finance, IT, vendors, and other stakeholders for operational requirements.
• Prepare MIS reports, KPI dashboards, management reports, and presentations.
• Identify process gaps and implement process improvements.
• Use Power BI and Advanced Excel for reporting and operational analysis.
• Handle incident management, Root Cause Analysis (RCA), and corrective actions.
• Support client onboarding, implementation, go-live, and post-production activities.
• Ensure compliance with company policies, SOPs, and operational processes.

Required Skills

• Strong leadership and team management skills
• Client and stakeholder management
• SLA & KPI management
• Workforce planning and operations management
• Escalation and conflict management
• MIS reporting and data analysis
• Advanced Excel and Power BI
• Vendor management
• Process improvement and RCA
• Excellent communication and interpersonal skills

Preferred Candidate Profile

• 57 years of experience in operations, service delivery, customer success, HR administration, or a related field.
• Experience in managing teams and day-to-day business operations.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to work with multiple stakeholders and manage operational priorities.
• Strong communication and relationship-management skills

Key Performance Indicators

• SLA & KPI achievement
• Team productivity and performance
• Client satisfaction and retention
• Timely MIS and reporting
• Resolution of escalations
• Process efficiency and improvement

Qualification

Bachelor's degree in any relevant discipline. MBA in HR, Business Administration, Business Analytics, or a related field will be an added advantage.