Operations Manager 1

Concentrix; Hyderabad, Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Concentrix in Hyderabad seeks an Operations & Process Excellence leader to drive SLA delivery, governance, and performance improvements. You will oversee UAT for new tools, promote AI-enabled workflows, and mentor a large team across multiple sites.

The role emphasizes data-driven decision making, capacity planning, and cost optimization while collaborating with cross-functional teams to enhance customer engagement and business performance.

Qualifications

• Bachelor's degree or equivalent.
• Experience in operations and process excellence.
• Knowledge of UAT, testing and defect tracking.

Responsibilities

• Operational Excellence & SLA Management to ensure seamless day-to-day operations and high customer satisfaction.
• Governance & Compliance with escalation protocols and transparency.
• Performance Management to drive quality, meet standards and resolve issues.
• Process Evaluation & Continuous Improvement with automation initiatives.
• UAT Oversight for new tools and workflows, coordinating with tech teams.
• AI Enablement to adopt automation and AI-driven solutions.
• Leadership & People Development to mentor high-performing teams.
• Collaboration & Stakeholder Management across Tech, Product, QA, WFM, HR.

Skills

Tech Acumen

UAT Testing

AI Awareness

Analytical Thinking

Stakeholder Mgmt

Leadership

Education

Bachelor's degree

Tools

Excel

PowerPoint

Job description

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.

Key Responsibilities:

• Operational Excellence & SLA Management:
  Ensure seamless day-to-day operations with consistent SLA delivery while maintaining high employee engagement and customer satisfaction.
• Governance & Compliance:
  Adhere to the defined governance model, including escalation protocols and communication plans, ensuring transparency and accountability.
• Performance Management:
  Drive performance discipline, monitor adherence to quality standards, and resolve operational challenges in a timely manner.
• Process Evaluation & Continuous Improvement:
  Regularly assess processes to identify gaps and implement efficiency, automation, and quality improvement initiatives.
• Technology & UAT Oversight:
  Lead and support User Acceptance Testing (UAT) for new tools, product features, and workflows. Ensure readiness, identify defects, and work closely with tech teams to drive resolutions.
• Tech & AI Enablement:
  Promote adoption of latest technologies, automation tools, and AI-driven solutions to enhance productivity, improve customer experience, and reduce manual effort.
• Innovation & Experimentation:
  Partner with product and engineering teams to pilot new solutions, provide structured feedback, and scale successful tech interventions.
• Leadership & Expertise:
  Provide strategic guidance and act as a subject matter expert in operations and process excellence.
• Team Development & Engagement:
  Coach and mentor team members, build leadership capability, and foster a high-performance, collaborative work environment.
• Collaboration & Stakeholder Management:
  Work closely with cross-functional teams (Tech, Product, QA, WFM, HR) and multiple sites to ensure alignment and execution.
• People Management:
  Manage a team of 1820+ executives with focus on engagement, retention, and structured career progression.
• Revenue Enablement:
  Identify growth opportunities, improve operational efficiency, and support revenue and margin enhancement initiatives.
• Capacity Planning & Forecasting:
  Partner with WFM and HR for hiring and resource allocation aligned with forecasts and business needs.
• Cost Optimization:
  Drive productivity improvements and cost efficiencies without compromising quality.
• Data-Driven Decision Making:
  Leverage operational metrics, dashboards, and analytics to identify risks and drive proactive actions.

Desired Skills

• Strong Tech Acumen:
  Good understanding of product ecosystems, tools, workflows, and system integrations.
• UAT & Testing Knowledge:
  Experience in User Acceptance Testing (UAT), defect tracking, test case validation, and product feedback loops.
• Awareness of Emerging Tech & AI:
  Familiarity with AI/ML applications, automation tools, bot workflows, and digital transformation trends in operations.

• Advanced Excel skills
• Proficiency in PowerPoint
• Strong analytical thinking and problem-solving ability
• Data interpretation and decision-making skills
• Client-facing communication and stakeholder management
• Strong articulation and influencing skills
• Leadership & people management with a collaborative approach

Qualifications

• Bachelor's degree.