Operations Manager (Offshore Delivery)
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Job Location:
Monthly Salary:
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Role Overview
We are hiring an Operations Manager to lead offshore support delivery across multiple shifts. This role is responsible for SLA management stakeholder engagement team leadership and continuous improvement of support operations.
Key Responsibilities
1. Service Delivery & Governance
Own SLA/KPI performance across all support shifts
Drive operational excellence and standardization of processes
Ensure smooth transition during system or process changes
2. Stakeholder & Vendor Management
Act as the primary offshore contact for client and internal stakeholders
Conduct regular performance reviews (MBR/QBR)
Manage escalations and ensure timely resolution of critical issues
3. Team & Resource Management
Lead Shift Leads and support teams across multiple shifts
Manage hiring capacity planning and team utilization
Drive performance management and team development
4. Continuous Improvement
Identify process gaps and implement improvements
Drive RCA and problem management initiatives
Optimize tools workflows and support processes
Required Skills & Experience
10 years in IT Operations / Support / BPO with leadership experience
Proven experience managing offshore delivery teams
Strong understanding of SLA/KPI management and reporting
Experience in Insurance Fintech or SaaS environments
Excellent stakeholder management and communication skills
Good to Have
Exposure to CRM and integrated application ecosystems
Understanding of API-based integrations and workflows
Experience with process automation and transformation initiatives
We are hiring an Operations Manager to lead offshore support delivery across multiple shifts. This role is responsible for SLA management stakeholder engagement team leadership and continuous improvement of support operations.
Key Responsibilities
1. Service Delivery & Governance
Own SLA/KPI performance across all support shifts
Drive operational excellence and standardization of processes
Ensure smooth transition during system or process changes
2. Stakeholder & Vendor Management
Act as the primary offshore contact for client and internal stakeholders
Conduct regular performance reviews (MBR/QBR)
Manage escalations and ensure timely resolution of critical issues
3. Team & Resource Management
Lead Shift Leads and support teams across multiple shifts
Manage hiring capacity planning and team utilization
Drive performance management and team development
4. Continuous Improvement
Identify process gaps and implement improvements
Drive RCA and problem management initiatives
Optimize tools workflows and support processes
Required Skills & Experience
10 years in IT Operations / Support / BPO with leadership experience
Proven experience managing offshore delivery teams
Strong understanding of SLA/KPI management and reporting
Experience in Insurance Fintech or SaaS environments
Excellent stakeholder management and communication skills
Good to Have
Exposure to CRM and integrated application ecosystems
Understanding of API-based integrations and workflows
Experience with process automation and transformation initiatives
