Operations Manager

Concentrix; Kolkata District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Concentrix is seeking an experienced Operations Manager to lead Kolkata-based operations, oversee performance, and drive client value. The role requires strong leadership, process optimization, and cross-functional collaboration.

The Operations Manager-II will manage a team, ensure SLA adherence, and contribute to revenue and cost optimization while maintaining client satisfaction. Graduation is mandatory, with approximately eight years of related experience in a fast-paced environment.

Qualifications

• Graduate degree required.
• 8 years of experience in operations management or similar role.
• Experience managing teams and client relationships.

Responsibilities

• Analyze and optimize client service level agreements and implement improvement plans.
• Maximize revenue generation through data collection for billable/non-billable hours, forecasting and budgeting.
• Recruit, train, and manage performance of direct reports and their teams.
• Review operational reports such as attendance, client scorecards and metrics dashboards.
• Build and maintain strong relationships with client partners.
• Provide leadership to ensure adherence to company policies and implement corrective actions.
• Conduct regular one-on-ones to review performance and coach for development.
• Foster a positive work environment and resolve employee relations issues promptly.
• Participate in cross-functional meetings with Training, HR, Quality, WFM and TA to drive improvements.
• Attend business reviews with clients and manage a team of team leaders.

Education

Graduate

Job description

ROLE: Operations Manager

DESIGNATION: Operations Manager-II

LOCATION: Kolkata

YEARS OF EXPERIENCE: 8Yrs

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Educational Qualification – Graduate

Essential Functions/Core Responsibilities

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

Select, train, develop, and manage performance of direct reports and their associates, including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements

Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

Create and maximize relationships with client partners.

Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

Conduct regular one‐on‐ones with direct reports to review individual performance, the performance of their team and offer on‑going developmental coaching

Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement

Implement best practices and over‑deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

Attend business reviews with the client

Handle a team of team leaders

Educational Qualification

Graduation