JOB DESCRIPTION: OPERATIONS MANAGER

Location: Chennai and Indore

Experience: 5–10 Years

Band: BPO5

Salary: 16–17 LPA

Job Code: 419355 (Chennai / Indore)

Shift: 24/7

Mandatory Requirement: Relevant Google Product Experience

Contractual Services: Operations Management Services

Responsibilities

1. Performance & Compliance Governance

- Ensure adherence to key performance indicators (KPIs) and compliance standards.

- Provide leadership and coaching to the team to drive performance.

- Analyze performance data to identify strengths and areas for development.

- Establish and maintain clear and consistent communication protocols across the team and with relevant stakeholders.

2. Team & Individual Development

- Support overall team performance and actively foster the professional growth and development of individual team members.

- Monitor individual and team performance metrics, provide timely and constructive feedback, and develop actionable performance improvement and development plans.

- Identify and facilitate opportunities for team members to enhance their skills, knowledge, and competencies through training, mentorship, or project assignments.

3. Daily Operations & Improvement

- Lead effective daily team meetings to provide important updates, facilitate open communication, encourage collaboration, and align on daily priorities.

- Plan and forecast staffing needs accurately, efficiently allocate resources (personnel, tools, etc.), and optimize schedules to ensure adequate coverage and workload balance.

- Oversee daily operational workflows, proactively identify and resolve immediate operational issues or roadblocks, and ensure smooth and consistent day-to-day operations.

- Escalate significant issues or risks to the Account Manager.

Required Skills

- Ability to monitor KPIs, analyze performance data, identify trends, and drive performance improvements.

- Proven ability to lead, motivate, and coach a team to achieve performance goals.

- Skill in planning daily operations, managing resources, and ensuring adherence to compliance standards.

- Strong understanding of and ability to ensure adherence to KPIs, compliance standards, and communication protocols.

- Commitment to supporting the professional growth of individual team members through feedback and development plans.

- Proactive approach to identifying and implementing improvements in operational processes.