Required Skills People management

Team leadership

Performance management

Operational metrics analysis (SLA/TAT)

Microsoft Excel

Google Sheets

Stakeholder management

Process improvement

Root-cause analysis

SOP development

Preferred Skills Graphics/Creative production software (Adobe Photo

Workflow tools

Ticketing tools

Workforce-management tools

Project-management tools

About the Role

We are seeking a solid people leader and results-driven Assistant Manager to oversee day-to-day operations within a back-office support environment. The role covers multiple service functions, including Graphics, Order Management, Customer Service (CSR), Accounting, and other business support processes.

- The primary focus of this position is people leadership, team management, operational ownership, performance improvement, SLA/TAT adherence, client communication, and building a high-performing and accountable team culture.

Requirements

- Minimum 3+ years of relevant professional experience in BPO, KPO, shared services, back-office operations, or a similar people-driven service environment.
- Proven experience in team leadership, people management, performance management, coaching, and day-to-day operational management.
- Previous experience as a Team Lead, Assistant Manager, Operations Supervisor, or equivalent leadership role.
- Experience managing medium to large teams and working through Team Leads or Supervisors.
- Hands-on experience managing SLA/TAT, productivity, quality,



utilization, attendance, backlog, capacity, and team KPIs.
- Experience handling client communication, escalations, feedback, and internal stakeholder coordination.
- Experience preparing, reviewing, and interpreting operational reports or MIS to support performance decisions.
- Demonstrated ability to improve processes, implement SOPs and workflows, resolve recurring issues, and lead change initiatives.

Responsibilities

- Operations and Production Management: Manage daily back-office operations, plan and allocate work, monitor production metrics (TAT, SLA, productivity, etc.), and identify resource requirements.
- Team Management and Leadership: Lead, mentor, motivate, and develop associates/team leads, conduct performance reviews, manage attendance, and identify skill gaps.
- Quality Management: Ensure service quality per client SOPs, perform root-cause analysis on errors, and implement corrective actions.
- Reporting and MIS: Prepare/review operational reports and maintain dashboards using Excel/Google Sheets.
- Process Improvement: Identify process gaps, standardize workflows, and utilize automation/AI tools where applicable.
- Training and Employee Development: Collaborate with trainers to support onboarding and identify coaching needs.
- Client and Stakeholder Management: Handle escalations, communicate performance updates, and resolve dependencies.

UK shift hours

📌 Assistant Manager (Vadodara)
🏢 Office Beacon
📍 Vadodara