Operations Manager (Operations & Service Delivery)

Digiads Media; Chennai District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Digiads Media in Chennai is seeking an experienced Operations Manager to lead overall operations, ensure SLA and quality delivery, and manage key client relationships. You will drive team performance, stakeholder engagement, and process improvement to enable business growth.

The role requires strong leadership, client management, and ability to drive cross-functional collaboration across delivery teams. A senior Operations professional with a track record of improving processes and service

Qualifications

• 12+ years of overall experience, including 5+ years in relevant operations management responsibilities.
• Graduate / Post-Graduate in Commerce or a related discipline.
• Equivalent experience may be considered in line with organizational requirements.

Responsibilities

• Manage overall operations, SLA delivery, quality, and process administration.
• Establish operational objectives, work plans, KPIs, and performance roadmaps.
• Ensure timely and high-quality delivery across processes.
• Monitor bottlenecks, identify risks, and implement corrective actions.
• Coordinate with internal teams to meet SLA requirements.
• Ensure effective utilization of infrastructure and resources for business needs.
• Lead, motivate, and develop high-performing teams.
• Drive continuous process improvement and operational excellence.
• Support business growth, account farming, and client discussions.

Skills

Operations & Service Delivery

Client & Stakeholder Management

SLA & KPI Management

Team Leadership & People Development

Process Improvement

Business Development & Account Farming

Transition & Migration Management

Financial & P&L Understanding

Strategic Thinking & Problem Solving

Communication & Presentation

Client Relationship Management

Education

Graduate / Post-Graduate in Commerce or related discipline

Equivalent experience may be considered

Job description

Job Description Manager – Operations

Experience

12+ years of overall experience, including 5+ years in relevant operations management responsibilities.

Education

• Graduate / Post-Graduate in Commerce or a related discipline
  
• Equivalent experience may be considered in line with organizational requirements
  

Role Overview

The Operations Manager will lead overall operations, ensure SLA and quality delivery, manage key client relationships, drive team performance, and support business growth. The role requires strong leadership, client management, stakeholder engagement, and process improvement capabilities.

Key Responsibilities

Operations & Service Delivery

• Manage overall operations, SLA delivery, quality, and process administration.
  
• Establish operational objectives, work plans, KPIs, and performance roadmaps.
  
• Ensure timely and high-quality delivery across processes.
  
• Monitor bottlenecks, identify risks, and implement corrective actions.
  
• Coordinate with internal teams to consistently meet SLA requirements.
  
• Ensure effective utilization of infrastructure and resources for business requirements and new process migrations.
  

Client & Stakeholder Management

• Manage key client relationships and drive high client satisfaction.
  
• Conduct regular client calls and meetings to review performance, results, and challenges.
  
• Understand client business needs and provide effective solutions.
  
• Build strong relationships with key client stakeholders.
  
• Collaborate with business leaders, delivery teams, account management, and other stakeholders to ensure successful service delivery.
  

Team Leadership & Development

• Lead, motivate, and develop high-performing teams.
  
• Delegate responsibilities to team leads and ensure effective execution.
  
• Provide regular coaching, feedback, and performance guidance.
  
• Support learning and development, employee motivation, retention, and recognition initiatives.
  
• Identify high-potential employees and develop them for future leadership roles.
  
• Promote cross-functional collaboration and knowledge-driven team development.
  

Business Growth & Transformation

• Support business development, account farming, and new business initiatives.
  
• Participate in proposals, capability presentations, and client discussions.
  
• Support transition and new process migration activities.
  
• Drive continuous process improvement and operational excellence.
  

Financial & Governance

• Support P&L and Balance Sheet improvement initiatives.
  
• Ensure appropriate financial and operational controls are established and effectively maintained.
  
• Monitor performance metrics and communicate results to management and clients.
  

Key Skills & Competencies

• Operations & Service Delivery Management
  
• Client & Stakeholder Management
  
• SLA & KPI Management
  
• Team Leadership & People Development
  
• Process Improvement
  
• Business Development & Account Farming
  
• Transition & Migration Management
  
• Financial & P&L Understanding
  
• Strategic Thinking & Problem Solving
  
• Excellent Communication & Presentation Skills
  
• Client Relationship Management