Operations Manager

Operations Manager

Exp: 4-5 years

As an operations Manager, responsible for leading a team of Team Leads to ensure seamless service delivery, adherence to SLAs, and achievement of operational goals. Drive business performance through effective KPI management, resource planning, workforce optimization, and data-driven decision-making.

Key Responsibilities:

• Lead and mentor Team Leads to consistently meet service level agreements (SLAs), productivity targets, and operational schedules.
• Drive team performance through KPI tracking, operational reporting, workforce planning, and strategic resource allocation, including AI-driven planning initiatives.
• Oversee day-to-day operations with a strong focus on analytics, coaching, employee recognition, performance management, and continuous improvement.
• Collaborate with clients regularly to provide business updates, present operational insights, and lead project/program review meetings.
• Enhance client satisfaction by ensuring delivery excellence and proactive stakeholder management.
• Foster employee engagement and retention by partnering closely with HR, Training, and Quality teams to implement best practices and reduce attrition.
• Drive operational excellence through process optimization, cross-functional collaboration, and a deep understanding of workflow management.
• Build strong client relationships while effectively managing escalations, risks, and business priorities.

Core Skills: Operations Management | Team Leadership | Client Relationship Management | KPI & Performance Management | Workforce Planning | Process Improvement | Stakeholder Management | Analytics & Reporting | Employee Engagement | Resource Optimization | Continuous Improvement

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions