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Key Responsibilities

1. Operational Leadership & Performance Management

- Lead end-to-end operations for designated skillsets in alignment with organizational goals.
- must have handled large span 300+
- Develop and implement operational strategies with transparent, measurable objectives.
- Influence business decisions by sharing team insights and customer feedback.
- Conduct regular performance reviews and ensure timely completion of appraisals.
- Monitor and manage performance metrics, set targets, and drive continuous improvement.
- Evaluate the commercial impact of operational changes and initiatives.

2. Efficiency & Profitability Management

- Ensure adherence to SLAs including AHT, attendance, and outlier management.
- Identify and implement strategies to enhance operational efficiency.
- Manage monthly incentive plans and allocate budgets effectively.
- Forecast workload and staffing needs; collaborate with recruitment for hiring aligned to business requirements.

3. Employee Engagement & Development

- Foster a high-performance culture through coaching, mentoring, and development of team members.
- Conduct regular one-on-ones, skip-level meetings, and town halls.
- Address employee grievances and implement engagement and retention strategies.
- Identify training needs and support career development initiatives.
- Promote succession planning through delegation and empowerment.

4. Coaching, Mentoring & Developing Others

- Provide constructive, behaviour-specific feedback to support individual growth.
- Share knowledge, advice, and coaching to enhance team capabilities.
- Assign developmental tasks to build skills and confidence.
- Regularly review progress and recognize developmental efforts.




- Reinforce belief in team members potential and success.

5. Teamwork & Collaboration

- Build and maintain productive working relationships across teams.
- Collaborate effectively with colleagues and cross-functional departments.
- Foster a respectful and inclusive team environment.
- Resolve conflicts constructively and balance individual and team goals.

6. Customer Experience Management

- Ensure high levels of customer satisfaction through proactive service delivery.
- Handle escalations and provide timely, effective resolutions.
- Lead initiatives for continuous improvement in customer experience.
- Collaborate cross-functionally to enhance processes and service quality.

7. Cross-Functional Collaboration & Additional Responsibilities

- Partner with stakeholders to strengthen interdepartmental relationships.
- Support onboarding and induction of new team members.
- Work closely with Quality,Workforce Planning, and HR teams to align on goals and initiatives.

Skills, Knowledge & Competencies

Core Competencies

- Business Acumen: Strong understanding of internal processes, compliance, and industry standards.
- Customer Focus: Commitment to delivering exceptional service and stakeholder satisfaction.
- Stakeholder Management: Ability to manage expectations and navigate challenging conversations.
- Change Leadership: Drive innovation and lead teams through organizational change.
- Communication & Influence: Strong interpersonal skills to foster collaboration and secure buy-in.
- Strategic Thinking: Anticipate trends, risks, and opportunities to inform decision-making.

Functional Competencies

- Planning & Organization: Prioritize tasks, allocate resources, and manage projects effectively.
- Analytical Thinking: Break down complex problems and make data-driven decisions.
- Result Orientation: Set ambitious goals and maintain focus despite challenges.

📌 Urgent Hiring For Operations Manager at Hyderabad location
🏢 Tech Mahindra
📍 Hyderabad