Job Description: Senior Manager /General Manager – Operations
Position Title: Senior Manager /General Manager – Operations
Location: Pondicherry
Reports to: Senior Vice President
Position Overview:
Senior Manager /General Manager – Operations will serve as the Delivery Unit Spoc for a strategic publishing customer. The role is accountable for end-to-end delivery excellence, customer success, operational performance, profitability, talent development, and growth of the business. This leader will partner closely with global publishing stakeholders to deliver high-quality scholarly and academic content solutions while driving con-tinuous improvement and scalable operations.
Key Responsibilities:
1. Customer Relationship Management
•Serve as the primary operational leader and trusted partner for the Journals/Books customer.
•Develop a deep understanding of customer priorities and align delivery objectives accordingly.
•Lead governance reviews and proactively manage risks, escalations, and service commitments.
•Drive customer satisfaction through consistent delivery performance,
responsiveness, and accountability that strengthen trust and business continuity.
2. Delivery & Operational Excellence
•Own end-to-end delivery performance across Journls/Books programs and workflows.
•Establish operational plans, KPIs, and governance mechanisms to ensure successful execution.
•Ensure achievement of quality, productivity, turnaround time, and service-level commitments.
•Anticipate operational challenges and implement mitigation plans to minimize business impact.
•Drive continuous improvement initiatives that enhance efficiency and customer outcomes.
3. Financial & Business Performance Management
•Manage revenue, margins, productivity, utilization, and overall business performance of the delivery unit.
•Monitor operational and financial metrics and implement corrective actions where required.
•Drive productive resource planning and utilization to optimize cost and performance.
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