Operations Lead, Delivery & Performance

MNS Credit Management Group Private Limited; New Delhi; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

MNS Credit Management Group in New Delhi, India, is hiring an Operations Lead to run a high‑performance delivery team that lives on dashboards and daily targets. This is a hands‑on, floor‑level role focused on speed, accuracy, and actionable reporting.

The successful candidate will have 7–15+ years in operations delivery, 4–5+ years leading 20+ colleagues in a target‑driven setting, and strong Excel/Google Sheets and MIS reporting skills.

Qualifications

• 7–15+ years in operations delivery.
• At least 4–5 years directly managing a team of 20+.

Responsibilities

• Own daily delivery numbers and set targets per analyst. Track in real time and close gaps the same day.
• Run the operating rhythm with morning huddles, checkpoints, and end-of-day reviews; publish daily scorecards.
• Monitor live throughput and quality dashboards; intervene to fix slowdowns or bottlenecks on the floor.
• Enforce accountability with same-day performance conversations; manage underperformers on improvement plans.
• Protect accuracy while pushing volume with sampling-based quality audits and error tracking.
• Forecast workload, allocate queues, plan shifts and leaves to avoid missed delivery commitments.
• Report to leadership with a crisp daily/weekly view: output, accuracy, TAT, rework, and per-analyst productivity.
• Hire and ramp new joiners to full productivity quickly.

Skills

People management

Daily target management

Floor management

Communication skills

MIS reporting

Tools

Excel

Google Sheets

Dashboards

Job description

MNS Credit Management Group is a leading and rapidly growing agency in the domain of soft Debt Recovery and Business Information Reports. Established in 1996 and headquartered in New Delhi, India, the company has over two decades of experience in providing professional and organized services in domestic and international debt collection, business information services, first party collection of accounts receivables, business advisory services, and legal & paralegal services. Catering to a diverse clientele including small to large enterprises across various sectors, MNS has a dynamic workforce of >150 employees, driving its vision of delivering comprehensive credit management solutions globally.

We are hiring an Operations Lead to run this team like a high-performance output team. This is not a strategy or process-design role. This is a hands-on delivery role for someone who lives on dashboards, runs the floor daily and holds people accountable.

Role & responsibilities

• Own daily delivery numbers. Set daily and weekly production targets per analyst and per pod. Track them in real time. Close gaps the same day, not in next week's review.
• Run the operating rhythm. Morning huddles, mid-day checkpoints, end-of-day reviews. Publish daily scorecards and leaderboards so every analyst knows exactly where they stand.
• Monitor live, intervene fast. Watch throughput and quality dashboards through the day. Spot slowdowns, bottlenecks, and slippage as they happen and fix them on the floor.
• Enforce accountability. Have direct, same-day performance conversations. Manage bottom performers on structured improvement plans and recognize top performers visibly. No passengers.
• Protect accuracy while pushing volume. Run sampling-based quality audits, maker-checker enforcement, and error tracking per analyst. Speed never comes at the cost of a client-facing error.
• Manage capacity and allocation. Forecast workload, allocate work queues, plan shifts and leaves so delivery commitments are never missed.
• Report up with numbers. Give leadership a crisp daily/weekly view: output, accuracy, TAT, rework, and per-analyst productivity with what you're doing about anything that's red.
• Hire and ramp. Build the analyst bench: interview, onboard, and get new joiners to full productivity fast.

Preferred candidate profile

• 7 - 15+ years in operations delivery, with at least 4 - 5 years directly managing a team of 20+ in a target-driven environment.
• You come from BPO/KPO delivery (data processing, KYC, verification, claims, mortgage, title search), collections, inside sales ops, or high-velocity ops floors.
• Proficient in Excel/Google Sheets, MIS reporting, and basic dashboards; able to build own trackers
• Assertive floor presence with strong people management and communication skills
• Strong on daily target management, floor management, and performance accountability not a process/strategy profile