Operations Manager

Key Responsibilities :

• Contribute to organizational planning and strategy as a member of the management team.
• Manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs.
• Lead multiple programs or LOBs, including Profit & Loss accountability.
• Act as site POC and oversee business continuity requirements.
• Increase efficiency of support functions through coordinated cross-team improvements.
• Implement and oversee the quality of deliverables; manage team relationships to ensure exceptional performance.
• Establish operational objectives and delegate assignments to subordinate leaders.
• Lead complex client engagements involving the design and implementation of business solutions.
• Perform any tasks required by leadership.
• Serve as the primary operations owner for launching and stabilizing the new account.
• Lead the creation of SOPs, governance structures, reporting models, escalation matrices, and standard workflows.
• Drive client calibration rituals, success metrics definition, and performance governance (daily / weekly / monthly cycles).
• Oversee all pilot readiness components : hiring waves, WFM staffing plans, nesting strategy, TTT, and IT readiness.
• Develop risk mitigation strategies, launch timelines, and cross-functional execution plans.

Requirements and Skills :