Key Responsibilities

Operational Strategy & Execution

- Develop and execute operational strategies aligned with business objectives, customer expectations, and organizational growth plans.
- Translate business goals into structured operating plans with clearly defined ownership, governance, timelines, and measurable outcomes.
- Design scalable operating models that support expansion across multiple geographies, clients, and business verticals.
- Drive operational efficiency through continuous process optimization, automation, and standardization.
- Lead cross-functional initiatives to improve execution quality, productivity, and service delivery.

Business Delivery & Program Management

- Own end-to-end execution of multiple field-based and remote service delivery programs.
- Ensure projects are delivered on time while meeting agreed service levels, quality standards, and operational KPIs.
- Monitor delivery performance and proactively address operational bottlenecks.
- Establish governance mechanisms, review cadences, and reporting frameworks to ensure consistent execution across projects.
- Coordinate with internal stakeholders and external partners to ensure seamless operational delivery.

Leadership & Team Management

- Lead, mentor, and develop multi-layered operations teams comprising Central Operations, Regional Teams, Field Executives, Team Leads, and Partner Networks.
- Build a high-performance culture driven by accountability, ownership, collaboration, and continuous improvement.
- Set performance goals, conduct regular reviews, and support career development for team members.
- Drive employee engagement initiatives while ensuring operational discipline and execution excellence.

Workforce Planning & Deployment

- Plan and optimize workforce deployment across multiple locations based on business demand and customer requirements.
- Manage capacity planning, territory allocation, scheduling, and workforce utilization.
- Oversee onboarding, training, performance monitoring, and productivity management of field teams, vendors, and gig workers.
- Ensure optimal resource allocation while maintaining service quality and cost efficiency.

Vendor & Partner Management

- Build and maintain strong relationships with vendors, service partners, and workforce aggregators.
- Drive vendor onboarding,



performance management, and compliance with operational standards.
- Monitor partner productivity against agreed SLAs and quality benchmarks.
- Collaborate with partners to improve execution efficiency, customer experience, and operational performance.

Service Quality & Process Excellence

- Design, implement, and continuously improve Standard Operating Procedures (SOPs), quality frameworks, and operational playbooks.
- Conduct quality audits and operational reviews to ensure adherence to customer and internal standards.
- Perform root cause analysis for operational issues and implement corrective and preventive actions.
- Drive continuous improvement initiatives focused on quality, productivity, turnaround time, and customer satisfaction.

Client Experience & Stakeholder Management

- Serve as the primary operational point of contact for enterprise customers and internal stakeholders.
- Ensure consistent, high-quality service delivery across all assigned accounts.
- Proactively manage customer escalations and drive timely resolution.
- Build trusted relationships with clients by delivering operational excellence and maintaining transparent communication.
- Partner with Business Development and Customer Success teams to support account growth and customer retention.

Financial & Operational Performance

- Manage operational budgets and support P&L; objectives through effective resource planning and cost optimization.
- Monitor operational costs and identify opportunities to improve productivity and unit economics.
- Balance service quality with financial efficiency to maximize business performance.
- Support forecasting, budgeting, and business planning activities.

Performance Management & Analytics

- Define, monitor, and report key operational metrics, including:
- Productivity
- SLA Adherence
- Quality
- Turnaround Time (TAT)
- Workforce Utilization
- Vendor Performance




- Customer Satisfaction
- Cost Efficiency
- Develop dashboards and MIS reports to provide actionable business insights.
- Use data analytics to identify trends, drive operational improvements, and support strategic decision-making.

Risk, Compliance & Governance

- Identify operational risks and implement mitigation strategies to ensure business continuity.
- Ensure compliance with organizational policies, contractual obligations, and applicable regulatory requirements.
- Maintain operational governance across field teams, vendors, and partner ecosystems.
- Support audits and ensure adherence to data security and compliance standards.

Process Documentation & Knowledge Management

- Develop and maintain comprehensive process documentation, SOPs, operational manuals, and training materials.
- Standardize workflows to ensure consistent execution across teams and locations.
- Enable knowledge sharing and best practice adoption across the organization.

Required Qualifications

- Bachelor's degree in Engineering, Business Administration, Operations Management, or a related field.
- 4–7 years of experience in Business Operations, Field Operations, Project Management, Managed Services, or B2B Operations.
- Proven experience managing large-scale field execution, distributed workforce operations, or service delivery programs.
- Strong understanding of vendor management, gig workforce operations, territory management, and service fulfillment.
- Experience in process improvement, operational governance, and performance management.
- Demonstrated ability to lead cross-functional teams in a dynamic, high-growth environment.

Preferred Skills

- Strong analytical and problem-solving capabilities with a data-driven approach to decision-making.
- Excellent communication, stakeholder management, and negotiation skills.
- Proven leadership experience managing geographically distributed teams, including field staff and partner networks.
- Advanced proficiency in Microsoft Excel and the Microsoft Office Suite.
- Familiarity with field operations tools, workforce management platforms, CRM systems, and marketplace operations.
- Ability to manage multiple priorities and perform effectively in a fast-paced workplace.

📌 Operations Manager (Bengaluru)
🏢 Awign
📍 Bengaluru