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 effective resource planning and utilization to optimize cost and performance.
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