Senior Operations Manager

Job Overview

We are looking for a highly execution-oriented Senior Manager – Operations to lead large-scale operations and delivery programs. The role will be responsible for managing high-volume business operations, driving operational excellence, ensuring SLA adherence, leading cross-functional teams, and delivering exceptional client outcomes.

The ideal candidate should have experience managing large operations teams, building scalable processes, driving productivity, and working closely with business, product, technology, and client stakeholders.

Key Responsibilities

Operations Management

• Lead end-to-end delivery of multiple operations programs with ownership of quality, productivity, SLA, and customer experience.
• Manage large-scale workforce operations (200–500+ associates including Team Leads and Managers).
• Ensure smooth execution of daily operations while maintaining service quality and operational efficiency.
• Drive operational scalability through standardized processes and automation.

Business Operations & Performance

• Own key operational KPIs including productivity, utilization, quality, turnaround time, and cost efficiency.
• Monitor business performance through dashboards, MIS, and weekly/monthly business reviews.
• Drive capacity planning, workforce planning, and forecasting to meet business demand.
• Partner with Finance and Business teams to optimize operating costs and improve margins.

Process Excellence

• Build and improve SOPs, governance frameworks, and operational controls.
• Identify process bottlenecks and lead continuous improvement initiatives.
• Drive Lean, Six Sigma, automation, and productivity improvement projects.
• Implement structured RCA and corrective action plans for recurring operational issues.

Stakeholder Management

• Collaborate with Product, Technology, HR, Quality, Finance, and Business teams for seamless execution.
• Act as the primary escalation point for internal and external stakeholders.
• Participate in Weekly Business Reviews (WBRs) and Quarterly Business Reviews (QBRs).
• Support client governance meetings and operational reviews.

People Leadership

• Lead, coach, and mentor Operations Managers, Team Leads, and frontline teams.
• Build high-performing teams through structured hiring, onboarding, training, and performance management.
• Drive employee engagement, retention, and succession planning.
• Establish clear KPIs, KRAs, and performance improvement plans.

Quality & Governance

• Ensure adherence to SLAs, quality standards, compliance requirements, and audit processes.
• Drive calibration sessions and quality improvement initiatives.
• Monitor operational risks and implement mitigation plans.
• Ensure accurate reporting and operational governance across programs.

Preferred Qualifications

• 8–12 years of experience in Operations, Business Operations, Service Delivery, or Large-Scale Program Management.
• Must be a graduate from IIT/NIT/BITS/NSUT
• Experience managing 200+ workforce across multiple teams or locations.
• Strong exposure to Operations Management, Workforce Planning, Performance Management, and Process Excellence.
• Experience working with consumer internet, e-commerce, logistics, marketplaces, BPO, managed services, or technology-driven organizations.
• Strong analytical skills with Advanced Excel and dashboard reporting.
• Exposure to Power BI, SQL, automation tools, or workflow optimization is preferred.