Leadership Opportunity : Operations Manager : Max 16 LPA : Apply Now

Outpace Consulting Services; Indore District, Chennai District; On-site; INR 1,080,000 - 1,320,000; Full time

Job summary

Outpace Consulting Services in Indore, India is seeking an experienced Operations Manager to oversee BPO/IT Support and Service Delivery operations. The candidate should have strong People Management, KPI/SLA Management, Performance Management and Google Workspace (GWS) expertise, and will lead a team of 50+ members while driving performance and coaching initiatives.

Responsibilities include day-to-day operations, governance of KPIs/SLAs, workforce planning, stakeholder coordination, and driving

Qualifications

• 10+ years of relevant experience in BPO/IT Support/Service Delivery operations.
• Strong People Management experience with 50+ team span.
• Solid knowledge of KPI, SLA and Performance Management.
• Google Workspace (GWS) knowledge and experience.

Responsibilities

• Manage day-to-day operations and ensure achievement of KPIs, SLAs and compliance standards.
• Lead and manage a team/span of minimum 50 team members.
• Monitor team performance and drive coaching, mentoring and performance improvement.
• Conduct regular operational reviews and analyze performance metrics.
• Manage workforce planning, staffing, forecasting and resource allocation.
• Identify operational issues and drive timely resolution/escalation.
• Coordinate with internal teams and stakeholders for smooth service delivery.
• Drive process improvement and operational excellence initiatives.
• Strong coaching, communication and stakeholder management skills.

Skills

People Management

KPI/SLA Management

Performance Management

Google Workspace (GWS)

Tools

Google Workspace (GWS)

Job description

Hi,

We are hiring for one of India's leading IT & consulting organizations for the position of Operations Manager

Overview

We are hiring an experienced Operations Manager to manage BPO / IT Support / Service Delivery operations. The candidate should have strong expertise in People Management, KPI/SLA Management, Performance Management and Google Workspace (GWS).

Key Skills

• Minimum 10 years of relevant experience.
• Experience in BPO / IT Support / Service Delivery Operations.
• Strong People Management experience with 50+ team span.
• Strong knowledge of KPI, SLA and Performance Management.
• Google Workspace (GWS) knowledge and experience.

Key Responsibilities

• Manage day-to-day operations and ensure achievement of KPIs, SLAs and compliance standards.
• Lead and manage a team/span of minimum 50 team members.
• Monitor team performance and drive coaching, mentoring and performance improvement.
• Conduct regular operational reviews and analyze performance metrics.
• Manage workforce planning, staffing, forecasting and resource allocation.
• Identify operational issues and drive timely resolution/escalation.
• Coordinate with internal teams and stakeholders for smooth service delivery.
• Drive process improvement and operational excellence initiatives.
• Strong coaching, communication and stakeholder management skills.

Good to Have

• Workforce Management & Forecasting.
• Lean / Six Sigma / Continuous Improvement exposure.
• Process Improvement experience.