Assistant Operations Manager

Zameen.com; Saddar; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

Zameen.com is seeking an Assistant Manager – Operations to collaborate with the Operations Manager in delivering high-quality client services in a fast-paced environment. You will supervise service delivery teams, drive improvements, and ensure adherence to KPIs, SLAs, and SOPs while coordinating with cross-functional teams.

The role emphasizes leadership, communication, and problem-solving to enhance productivity, service quality, and client satisfaction across internal departments and external

Qualifications

• Bachelor's / Master's Degree (education requirements)
• Fluency in English (language requirement)
• Proven experience in team handling and operational supervision
• Strong customer service and client-handling skills
• Excellent communication, coordination and interpersonal abilities
• Ability to manage operational challenges and resolve client concerns

Responsibilities

• Assist the Operations Manager in developing and implementing operational strategies, service delivery plans, and departmental objectives.
• Supervise and manage the service delivery team, providing leadership, guidance, and support to ensure optimal performance.
• Coordinate with cross-functional departments to ensure smooth operations and effective service delivery.
• Monitor, analyze, and evaluate KPIs to assess operational efficiency, service quality, and client satisfaction.
• Identify operational gaps and implement process improvements to enhance productivity and service standards.
• Assist in developing and monitoring SLAs to ensure compliance with service standards.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Handle escalated client concerns and complaints, ensuring timely resolution and maintaining strong client relationships.
• Support recruitment, onboarding, training, and professional development of staff.
• Develop, update, and maintain SOPs and operational documentation.
• Prepare and present periodic operational performance reports.

Skills

Team leadership

Operational supervision

Customer service

Communication

Problem-solving

Education

Bachelor's degree

Master's degree

Job description

Job Description

Position: Assistant Manager – Operations

1. Purpose of the Job

The Assistant Manager – Operations will work closely with the Operations Manager to ensure the effective and efficient delivery of services to clients. The role is responsible for supervising service delivery teams, monitoring operational performance, identifying improvement opportunities, and implementing strategies to enhance service quality, operational efficiency, and client satisfaction.

2. Main Accountabilities & Responsibilities

• Assist the Operations Manager in developing and implementing operational strategies, service delivery plans, and departmental objectives.
• Supervise and manage the service delivery team, providing leadership, guidance, and support to ensure optimal performance.
• Coordinate with cross-functional departments to ensure smooth operations and effective service delivery.
• Monitor, analyze, and evaluate key performance indicators (KPIs) to assess operational efficiency, service quality, and client satisfaction.
• Identify operational gaps and implement process improvements to enhance productivity and service standards.
• Assist in developing, implementing, and monitoring Service Level Agreements (SLAs) to ensure compliance with agreed service standards.
• Conduct regular performance reviews, provide constructive feedback, and support team members in achieving their objectives.
• Handle escalated client concerns and complaints, ensuring timely resolution and maintaining strong client relationships.
• Support recruitment, onboarding, training, and professional development of operations and service delivery staff.
• Develop, update, and maintain operational documentation, policies, processes, and standard operating procedures (SOPs).
• Prepare and present periodic operational performance reports, highlighting key achievements, challenges, and areas requiring improvement.
• Ensure effective coordination between internal teams to achieve operational targets and business objectives.
• Stay informed about industry trends, operational best practices, and emerging service delivery standards.

3. Key Relationships

Internal Stakeholders

• Marketing Team
• Product Team
• Sales Team
• Backend Operations Team
• Other relevant departments

External Stakeholders

• Classified Clients
• Business Partners and Other Relevant External Stakeholders

4. Job Requirements

Qualifications & Language Requirements

RequirementMinimum / EssentialDesirable

Education

Bachelor's / Master's Degree

Master's Degree

Language

Good verbal and written communication skills

Fluency in English

Role-Specific Knowledge & Experience

Essential Requirements

• Proven experience in team handling and operational supervision.
• Strong customer service and client-handling skills.
• Ability to lead, motivate, and manage a team effectively.
• Strong communication, coordination, and interpersonal skills.
• Ability to manage operational challenges and resolve client concerns.
• Good problem‑solving and decision‑making abilities.
• Ability to work collaboratively with cross‑functional teams.

Desirable Requirements

• Previous experience in operations or service delivery management.
• Understanding of KPIs, SLAs, and performance management.
• Experience in process improvement and operational reporting.
• Strong analytical and organizational skills.

5. Assessment Stage

• Shortlisting: Review of educational qualifications, relevant experience, and overall suitability for the role.
• Interview: Assessment of leadership capabilities, operational knowledge, communication, and customer-handling skills.
• Final Selection: Evaluation of overall competency and alignment with organizational requirements.