Senior Business Operations Manager People Empowerment Platform
Senior Business Operations Manager People Empowerment Platform
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Job Description
Purpose of the Function
The Business Operations Manager will be responsible for thedaytoday business of the People Empowerment Platform alargescale digital initiative accessible via mobile app web portal call centreand IVR services. This platform serves multimillion families across India in 13regional languages offering products and services such as:
- Job Discovery (Demand & Supply Side)
- Gig & Skilled Worker Discovery (Demand & Supply Side)
- Social Schemes & Government Benefits (Central & Statelevel schemes)
- News Feeds & Community Engagement
- Survey Participation & Rewards
The role requires strategic leadership processoptimization partnership management and operational efficiency to drive userengagement and seamless service delivery. The Business Operations Manager will work closely with the Product Owner Technical Project Managerincluding internal departments like Data Research Centre Research teamsand external vendors to ensure a highfunctioning ecosystem.
Internal Interaction With:
- Senior Leadership
- Product Engineering & AI Teams
- Customer Support & Operations Teams
- Growth & Marketing Teams
- Data & Analytics Teams
- Data Research Centre (Call Centre
External Interaction With:
- Vendors & System Integrators
- Strategic Partners & Government Agencies
- NGOs Local Community Representatives
Education & Experience
- Degree: MBA / masters in business administration Operations Management or a related field
- Experience: Minimum 8 years of experience in largescale platform operations digital service delivery or government/public sector service
- Preferred Certifications: Lean Six Sigma Agile Operations Digital Transformation AI/MLdriven Operations Management
Requirements & Skills
BusinessOperations & Process Optimization
- Define and manage SOPs for platformwide service delivery.
Requirements
- Establish best practices for Business Operations call centre & IVRbased operations to ensure maximum efficiency.
- Work with AI/ML teams to enhance process automation chatbots and selfservice options.
User Engagement& Service Adoption
- Drive community outreach programs to increase adoption among job seekers gig workers and social scheme beneficiaries.
- Monitor platform usage trends and optimize operational strategies accordingly.
Vendor &Partner Management
- Oversee vendor contracts SLAs and performance monitoring for outsourced call centre cloud infrastructure and platform service providers.
- Collaborate with government agencies and NGOs to onboard relevant schemes and services.
AI &DataDriven Decision Making
- Utilize platform data to improve service delivery identify gaps and enhance user experience.
- Work closely with data science teams to ensure personalization of services based on user profiles.
Financial &Compliance Oversight
- Ensure adherence to government regulations cybersecurity standards and data privacy laws.
- Manage budget allocations cost optimizations and financial reporting for platform operations.
Crisis & RiskManagement
- Develop and implement risk mitigation strategies for operational bottlenecks.
- Establish contingency plans for service disruptions fraud prevention and data security breaches.
Roles & Responsibilities
Competencies
LargeScale Operations Management
AIEnabled Process Optimization
MultiLanguage Service Delivery
Call Centre & IVR Optimization
Government& Public Sector Collaboration
Vendor& SLA Management
UserCentricEngagement Strategies
FinancialOversight & Cost Optimization
Key Metrics for Success
User Retention & Platform Adoption Rates
Service Request Resolution Time
OperationalEfficiency (Call Centre & IVR Performance Metrics)
Compliance& Data Privacy Adherence
VendorSLA Performance & Cost Optimization
Community Engagement & Scheme EnrolmentGrowth
Required Experience:
Manager
Employment Type
Full-Time
