Operations Manager I

Convergys; Bengaluru; Hybrid; INR 1,500,000 - 2,100,000; Full time

Job summary

Concentrix is seeking an Operations Manager I to oversee day-to-day operations, ensuring SLA delivery and high employee engagement. You will govern processes, drive performance, and lead continuous improvement initiatives across multiple sites while collaborating with tech and product teams.

The role focuses on data-driven decision making, UAT oversight, and AI-enabled process enhancements to optimize productivity and customer experience, reporting to senior operations leadership.

Qualifications

• Bachelor's degree required.
• Experience in operations/excellence is preferred.
• Strong analytical and problem-solving abilities.

Responsibilities

• Oversee day-to-day operations with SLA delivery and high engagement.
• Ensure governance, escalation protocols and clear communication.
• Drive performance management and quality adherence; resolve issues.

Skills

Tech acumen

UAT testing

AI adoption

Advanced Excel

PowerPoint

Analytics

Leadership

Stakeholder mgmt

Education

Bachelor's degree

Job description

Job Title: Operations Manager I 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 18–20+ 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.

Location

India Bangalore - Divyashree

Language Requirements

Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.