Operation Manager
Operation Manager
Posted on :
21-08-2025
Employer Active
1 Vacancy
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Job Description
MinutestoSeconds is a dynamic organization specializing in outsourcing services digital marketing IT recruitment and custom IT projects. We partner with SMEs mid-sized companies and niche professionals to deliver tailored solutions.
Requirements
Role: Operations Manager
DESIGNATION: Operations Manager
LOCATION: Bangalore
Years of exp: 8 years experience in International Customer Service- as an OM 2 years Asst- 3 years DM 4 years
Key Responsibilities :
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Selecting training developing and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the
- organization's policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence PFP Client scorecard
- Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent administration of
- company policies and standards define and implement any corrective actions needed to
- meet operational performance targets
- Conduct regular one-on-ones with direct reports to review individual performance the
- performance of their team and offer on-going developmental coaching
- Create a positive work environment through employee engagement; resolve employee
- relation issues in a professional and timely manner
- Participate in cross functional meetings to review information received from operational
- support functions - Training HR Quality WFM TA and partner to define action plans that
- resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients drive consistent performance evaluate staffing needs with input from BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client
- Handle a team of team leaders
Desired Skills:
- 8 years experience in International Customer Service
- Experience in managing international voice clients preferably in
- Banking/Insurance/Healthcare
- Experience in managing large teams with 125 frontline staff
- Experience in managing Team Leaders/Supervisors
- Knowledge of Internet Services MS Office and Basic Computer Troubleshooting
- Flexibility to work in any shift and on weekends and shift between WFO and WFH as and when needed
- Establish a course of action for self and others to accomplish specific goals
- Demonstrate ability to coach and develop action plans which maximize performance and provide effective feedback
- Demonstrate ability to analyse and improve work processes; establish a course of action for self and others to accomplish a specific goal
- Work well under pressure and follow through on items to completion while maintaining professional demeanour
- Excellent communication skills both written and verbal. Ability to effectively present information to internal and external associates
- Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
- Demonstrate ability to mentor coach and provide direction to team members
- Willingness to work in a flexible schedule
Educational qualification: Graduation
Role: Operations Manager DESIGNATION: Operations Manager LOCATION: Bangalore Years of exp: 8+ years experience in International Customer Service- as an OM 2 years, Asst- 3 years, DM 4 years Key Responsibilities : Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) Create and maximize relationships with client partners Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards, define and implement any corrective actions needed to meet operational performance targets Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA, and partner to define action plans that resolve issues and drive continuous improvement Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements Attend business reviews with the client Handle a team of team leaders Desired Skills: 8+ years experience in International Customer Service, Experience in managing international voice clients preferably in Banking/Insurance/Healthcare Experience in managing large teams with 125+ frontline staff Experience in managing Team Leaders/Supervisors Knowledge of Internet Services, MS Office and Basic Computer Troubleshooting Flexibility to work in any shift and, on weekends, and shift between WFO and WFH, as and when needed Establish a course of action for self and others to accomplish specific goals Demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback Demonstrate ability to analyse and improve work processes; establish a course of action for self and others to accomplish a specific goal Work well under pressure and follow through on items to completion while maintaining professional demeanour Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment Demonstrate ability to mentor, coach and provide direction to team members Willingness to work in a flexible schedule Educational qualification: Graduation
Employment Type
Full Time
Key Skills
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