: Operations Manager

Role: Operations Manager

Experience: 8+ years, with relevant experience in Operations/Service Delivery and Team Management

Location: Pune

Job Summary

We are looking for an experienced Operations Manager to lead day-to-day operational activities, manage teams, and ensure adherence to KPIs, SLAs, and service delivery targets. The ideal candidate should have strong leadership skills, experience in performance management, stakeholder communication, operational governance, and continuous process improvement.

Key Responsibilities
Lead and manage the operations/service delivery team, ensuring smooth day-to-day operations.
Monitor and drive achievement of defined KPIs, SLAs, productivity, quality, and operational performance targets.
Track team performance through dashboards, reports, and regular operational reviews.
Identify SLA/KPI gaps and implement appropriate corrective and preventive actions.
Manage team productivity, workload allocation, performance, escalations, and development.
Conduct regular team meetings, performance reviews, coaching, and mentoring.
Handle operational and customer escalations and ensure timely resolution.
Work closely with internal teams, business stakeholders,



and clients to ensure service expectations are met.
Lead daily/weekly/monthly governance and performance review meetings.
Prepare and present MIS reports, KPI/SLA dashboards, operational metrics, and performance updates to leadership.
Identify opportunities for process improvement, automation, cost optimization, and operational efficiency.
Perform root cause analysis for recurring operational issues and drive improvement plans.
Ensure adherence to organizational processes, compliance requirements, SOPs, and quality standards.
Support workforce planning, resource utilization, capacity planning, and operational risk management.

Required Skills
Robust experience in Operations Management / Service Delivery Management
Hands-on experience in KPI and SLA management
Solid team handling and people management experience
Leadership, coaching, and mentoring skills
Stakeholder and client management
Escalation and conflict management
Performance management and operational governance
MIS reporting and dashboard management
Root Cause Analysis (RCA) and problem-solving
Process improvement and operational excellence
Robust communication and presentation skills

📌 Operations Manager Pune
🏢 Zensar
📍 Pune