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 environment.

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
- Solid 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. Candidates should be able to demonstrate measurable achievements in team management and operational process improvement.

Pay: ₹35,000.00 - ₹40,000.00 per month

Work Location: In person

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