Operations Manager Service Delivery

K12 Techno Services; Bengaluru; On-site; INR 900,000 - 2,000,000; Full time

Job summary

K12 Techno Services is seeking an experienced Operations Manager to oversee service delivery, administration, and client relationships in Bangalore. The role emphasizes leadership, performance management, and process improvement across HR and operations.

You will drive MIS reporting, KPI tracking, and stakeholder coordination to ensure efficient service outcomes. The candidate should have strong analytics, proficiency in Power BI and Excel, and the ability to manage multiple teams and processes

Qualifications

• Bachelor's degree in any relevant discipline is required.
• MBA in HR, Business Administration, Business Analytics, or related field will be an added advantage.
• Experience in operations/service delivery and HR administration is preferred.

Responsibilities

• Manage day-to-day operations and ensure smooth service delivery.
• Lead and manage teams to achieve productivity and targets.
• Manage client relationships and handle escalations.
• Monitor SLA, KPI, productivity, and service quality.
• Oversee workforce planning, onboarding, attendance, and performance tracking.
• Coordinate recruitment, joining formalities, documentation, and induction.
• Collaborate with HR, Finance, IT, vendors and stakeholders for operational needs.
• Prepare MIS reports, KPI dashboards, and management presentations.
• Identify process gaps and implement improvements.
• Utilize Power BI and Advanced Excel for reporting and analysis.
• Handle incident management and RCA with corrective actions.
• Support client onboarding, go-live, and post-production activities.
• Ensure compliance with SOPs and policies.

Skills

Strong leadership

Team management

Client & stakeholder management

SLA & KPI management

Workforce planning

Escalation & conflict management

MIS reporting & data analysis

Vendor management

Process improvement

RCA (Root Cause Analysis)

Communication & interpersonal skills

Education

Bachelor's degree in relevant discipline

MBA in HR / Business Administration / Business Analytics (added advantage)

Tools

Power BI

Advanced Excel

Job description

JOB DESCRIPTION

Operations Manager Service Delivery & Administration

Position: Operations Manager Service Delivery & Administration

Experience: 57 Years

Location: Bangalore

Industry: Operations / Service Delivery / Enterprise Services

Role Summary

We are looking for an experienced Operations Manager to manage day-to-day operations, service delivery, client relationships, workforce management, team performance, HR administration, and operational processes. The ideal candidate should have strong experience in team management, client handling, SLA/KPI management, MIS reporting, escalations, and process improvement.

Key Responsibilities

• Manage day-to-day operations and ensure smooth service delivery.
• Lead and manage teams to achieve productivity, performance, and business targets.
• Manage client relationships and handle customer escalations effectively.
• Monitor SLA, KPI, productivity, and service quality.
• Manage workforce planning, employee onboarding, attendance, leave, and performance tracking.
• Coordinate recruitment activities, joining formalities, documentation, and induction.
• Coordinate with HR, Finance, IT, vendors, and other stakeholders for operational requirements.
• Prepare MIS reports, KPI dashboards, management reports, and presentations.
• Identify process gaps and implement process improvements.
• Use Power BI and Advanced Excel for reporting and operational analysis.
• Handle incident management, Root Cause Analysis (RCA), and corrective actions.
• Support client onboarding, implementation, go-live, and post-production activities.
• Ensure compliance with company policies, SOPs, and operational processes.

Required Skills

• Strong leadership and team management skills
• Client and stakeholder management
• SLA & KPI management
• Workforce planning and operations management
• Escalation and conflict management
• MIS reporting and data analysis
• Advanced Excel and Power BI
• Vendor management
• Process improvement and RCA
• Excellent communication and interpersonal skills

Preferred Candidate Profile

57 years of experience in operations, service delivery, customer success, HR administration, or a related field.

Experience in managing teams and day-to-day business operations.

Strong analytical, problem-solving, and decision-making abilities.

Ability to work with multiple stakeholders and manage operational priorities.

Strong communication and relationship-management skills.

Key Performance Indicators

• SLA & KPI achievement
• Team productivity and performance
• Client satisfaction and retention
• Timely MIS and reporting
• Resolution of escalations
• Process efficiency and improvement

Qualification

Bachelor's degree in any relevant discipline. MBA in HR, Business Administration, Business Analytics, or a related field will be an added advantage.

JOB DESCRIPTION

Operations Manager – Service Delivery & Administration Position: Operations Manager – Service Delivery & Administration Experience: 5–7 Years Location: Bangalore Industry: Operations / Service Delivery / Enterprise Services Role Summary We are looking for an experienced Operations Manager to manage day-to-day operations, service delivery, client relationships, workforce management, team performance, HR administration, and operational processes. The ideal candidate should have strong experience in team management, client handling, SLA/KPI management, MIS reporting, escalations, and process improvement.

Key Responsibilities

• Manage day-to-day operations and ensure smooth service delivery.
• Lead and manage teams to achieve productivity, performance, and business targets.
• Manage client relationships and handle customer escalations effectively.
• Monitor SLA, KPI, productivity, and service quality.
• Manage workforce planning, employee onboarding, attendance, leave, and performance tracking.
• Coordinate recruitment activities, joining formalities, documentation, and induction.
• Coordinate with HR, Finance, IT, vendors, and other stakeholders for operational requirements.
• Prepare MIS reports, KPI dashboards, management reports, and presentations.
• Identify process gaps and implement process improvements.
• Use Power BI and Advanced Excel for reporting and operational analysis.
• Handle incident management, Root Cause Analysis (RCA), and corrective actions.
• Support client onboarding, implementation, go-live, and post-production activities.
• Ensure compliance with company policies, SOPs, and operational processes.

Required Skills

• Strong leadership and team management skills
• Client and stakeholder management
• SLA & KPI management
• Workforce planning and operations management
• Escalation and conflict management
• MIS reporting and data analysis
• Advanced Excel and Power BI
• Vendor management
• Process improvement and RCA
• Excellent communication and interpersonal skills

Preferred Candidate Profile

• 5–7 years of experience in operations, service delivery, customer success, HR administration, or a related field.
• Experience in managing teams and day-to-day business operations.
• Strong analytical, problem-solving, and decision-making abilities.

Key Performance Indicators

• SLA & KPI achievement
• Team productivity and performance
• Client satisfaction and retention
• Timely MIS and reporting
• Resolution of escalations
• Process efficiency and improvement

Qualification

Bachelor's degree in any relevant discipline. MBA in HR, Business Administration, Business Analytics, or a related field will be an added advantage.