Job Title: Process Manager – Operations Services

Location: Pune, Maharashtra

Experience: 4–5 Years

Department: Operations Services

Employment Type: Full-time

Job Summary

We are looking for a Process Manager – Operations Services to lead day-to-day operations, manage a high-performing team, ensure SLA adherence, and drive continuous process improvement.

The ideal candidate should have strong experience in BPO/Operations Services, people management, back-office operations, MIS reporting, and performance management.

Key Responsibilities

- Lead, mentor, and manage a team of 10 Operations Executives.
- Oversee daily operations, task allocation, workload management, and escalations.
- Monitor productivity, quality, TAT, and SLA performance.
- Analyze MIS reports and dashboards to identify trends and process gaps.
- Conduct team meetings, performance reviews, feedback sessions, and one-on-one coaching.
- Collaborate with Quality Assurance, Technology, Client Success, and leadership teams.
- Identify training and development needs and support team capability building.
- Resolve operational and process-related escalations.
- Drive continuous improvement initiatives to improve efficiency, productivity, quality, and customer satisfaction.
- Prepare and present operational performance reports and improvement plans to senior management.
- Ensure adherence to organizational policies, data privacy standards,



and applicable regulations.

Required Qualifications

- Bachelor's degree in any discipline.
- 4–5 years of experience in BPO or Operations Services.
- Minimum 2 years of experience in Team Lead, Supervisor, or equivalent people management role – Mandatory.
- Experience managing a team of 10 or more employees.
- Strong experience in a process-driven, target-oriented setting.

Required Skills

- People Management & Team Leadership
- Operations Management
- Back-Office Operations
- MIS Reporting & Dashboard Management
- MS Excel & Google Sheets
- SLA & TAT Management
- Productivity & Quality Monitoring
- Process Improvement
- Analytical & Problem-Solving Skills
- Escalation Management
- Strong Verbal & Written Communication

Preferred Experience

- Healthcare operations
- Provider credentialing
- Medical billing
- Insurance back-office operations
- US Healthcare / International BPO processes
- CRM or workflow management tools such as Salesforce, Zoho, Freshdesk, etc.
- Six Sigma / Lean certification

Ideal Candidate The ideal candidate is a proactive and accountable operations leader who can manage people effectively, analyze operational data, resolve challenges, and consistently improve productivity, quality, TAT, and SLA performance.

Pay: ₹40,000.00 - ₹45,000.00 per month

Work Location: In person

📌 Process Manager – Operations Services (Pune)
🏢 TGS The Global Skills
📍 Pune