Operation Manager : Indore : Chennai : Max 16 LPA : Apply Now

Outpace Consulting Services; Indore District, Chennai District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Outpace Consulting Services is hiring an experienced Operations Manager to oversee BPO/IT support and service delivery. You will manage day-to-day operations, ensuring KPIs and SLAs are met while guiding a large team. Strong people leadership and stakeholder management are essential for success.

The role demands deep knowledge of KPI and performance management, plus hands-on experience with Google Workspace. A high-impact, collaborative environment awaits in this IT services setting.

Qualifications

• At least 10 years of relevant experience in BPO/IT service delivery.
• Proven leadership of large teams and stakeholder management.
• Strong track record in KPI, SLA, and performance management.

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

10+ years

BPO / IT Support / Service Delivery

People Management (50+ team)

KPI / SLA Management

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.