Senior Operations Manager (Operations & Service Delivery)

Digiads Media; Chennai District; Sur place; INR 3 500 000 - 6 000 000; Plein temps

Résumé du poste

Digiads Media in Chennai seeks a Senior Manager – Operations to provide strategic and operational leadership across client engagements, ensuring high-quality service delivery, SLA adherence, client satisfaction, team performance, and business growth. The role involves managing key stakeholders, driving operational excellence, developing leaders, and supporting transitions and new business initiatives.

You will lead cross-functional teams to meet demanding targets while fostering a culture of

Qualifications

• 15+ years of overall experience with at least 5 years in operations management, service delivery, or client management.
• Graduate / Post-Graduate in Commerce, Finance, Business Management, or related discipline; higher qualifications may be considered.

Responsabilités

• Lead and manage overall operations ensuring SLA, quality, productivity, and process compliance.
• Establish objectives, work plans, KPIs, and performance roadmaps; monitor delivery and drive improvements.
• Own client relationships, lead meetings, provide reports on performance, risks, and bottlenecks.
• Develop leaders, mentor teams, and promote learning, engagement, and retention.
• Support business growth through account farming, proposals, and capability showcases.
• Oversee transitions, migrations, and ensure operational readiness and stability.
• Support P&L and governance with effective controls and financial discipline.

Connaissances

Operations Mgmt

Strategic Client Mgmt

Stakeholder Mgmt

SLA & KPI Mgmt

People Leadership

Process Improvement

Business Development

Transition Mgmt

P&L Understanding

Strategic Planning

Communication Skills

Relationship Mgmt

Formation

Graduate / Post-Graduate in Commerce/Finance/Business Mgmt

Description du poste

Job Description Senior Manager – Operations

Experience

15+ years of overall experience, including at least 5 years in relevant operations management, service delivery, or client management roles.

Education

• Graduate / Post-Graduate in Commerce, Finance, Business Management, or a related discipline.
  
• Higher relevant qualifications may be considered in lieu of experience as per organizational requirements.
  

Role Overview

The Senior Manager – Operations will provide strategic and operational leadership across client engagements, ensuring high-quality service delivery, SLA adherence, client satisfaction, team performance, and business growth. The role involves managing key stakeholders, driving operational excellence, developing leaders, and supporting transitions and new business initiatives.

Key Responsibilities

Operations & Service Delivery

• Lead and manage overall operations, ensuring SLA, quality, productivity, and process compliance.
  
• Establish operational objectives, work plans, KPIs, and performance roadmaps.
  
• Monitor service delivery, identify bottlenecks, and drive corrective and preventive actions.
  
• Ensure effective resource and infrastructure utilization aligned with business requirements and new process migrations.
  
• Coordinate with internal teams to consistently meet and exceed SLA commitments.
  
• Drive continuous process improvement and operational excellence.
  

Client & Stakeholder Management

• Own key client relationships and drive high levels of client satisfaction.
  
• Lead client meetings, conference calls, and business reviews.
  
• Provide regular reports highlighting performance, results, risks, and bottlenecks.
  
• Understand client business challenges and provide effective, value-driven solutions.
  
• Build strong relationships with senior client stakeholders.
  
• Collaborate with business leaders, delivery teams, account management, and other functions for effective service delivery and business growth.
  

Leadership & People Management

• Lead, motivate, and develop high-performing teams and team leaders.
  
• Delegate responsibilities effectively and ensure accountability for delivery.
  
• Provide coaching, mentoring, and performance feedback.
  
• Support learning and development, employee engagement, motivation, and retention initiatives.
  
• Identify high-potential employees and develop them as future second-line leaders.
  
• Drive rewards, recognition, and performance management initiatives.
  
• Build cross-functional teams and promote knowledge-driven growth.
  

Business Development & Growth

• Support account farming and identify opportunities for business expansion.
  
• Contribute to new business initiatives, proposals, presentations, and capability showcases.
  
• Partner with business development and account management teams to support revenue growth.
  
• Develop and implement strategies to strengthen client relationships and expand engagements.
  

Transition & Transformation

• Provide leadership and support for new process transitions and migrations.
  
• Work closely with transition and internal teams to ensure smooth implementation.
  
• Ensure operational readiness, resource planning, and process stability during transitions.
  

Financial & Governance

• Support P&L and Balance Sheet improvement initiatives.
  
• Ensure appropriate financial, operational, and process controls are established and effectively managed.
  
• Monitor account performance and communicate business results to senior management.
  

Key Skills & Competencies

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