: Manager – Operations

Location: Jaipur, Rajasthan

Work Mode: Full-time, On-site

Industry: BPM / Business Process Management

Role Purpose

We are looking for a hands-on, outcome-oriented Operations Manager to lead day-to-day service delivery, improve operational performance, and build a culture of ownership and continuous improvement. The ideal candidate is not someone who simply monitors dashboards, circulates reports, or escalates issues. They should be able to get into the details, understand how the process works, identify the root causes of performance gaps, and drive sustainable solutions.

The role requires a combination of analytical thinking, people leadership, process improvement, and disciplined execution, with accountability for operational performance, client commitments, quality, productivity, and cost efficiency across assigned business operations.

Key Responsibilities

- Operational Ownership and Service Delivery
- Own day-to-day delivery across assigned processes, ensuring agreed SLAs, productivity, quality, turnaround times, and client commitments are consistently met.
- Monitor operational performance, identify emerging risks and capacity constraints, and take timely corrective action.
- Ensure effective resource allocation, workforce planning, queue management, and adherence to operating procedures.
- Root-Cause Analysis and Problem Solving
- Investigate recurring operational issues, missed targets, quality defects, backlogs, and SLA breaches to identify underlying causes rather than treating symptoms.
- Use data, process observations, and discussions with frontline teams to validate hypotheses and determine appropriate interventions.
- Drive corrective and preventive actions through to implementation, validating their effectiveness and ensuring problems do not recur.
- Challenge existing practices and recommend changes where processes, controls, or ways of working are creating avoidable inefficiencies.
- Performance Management and Continuous Improvement
- Establish clear performance expectations and review productivity, quality, attendance,



utilization, turnaround times, and other relevant KPIs.
- Translate performance gaps into specific action plans with accountable owners, timelines, and measurable outcomes.
- Identify opportunities to improve process efficiency, reduce rework, strengthen controls, and improve cost-to-serve.
- Use operational data and dashboards to support decisions, measure the impact of interventions, and sustain improvements.
- People Leadership and Accountability
- Lead and develop Team Leaders, ensuring they can independently manage their teams, diagnose performance issues, coach employees, and deliver results.
- Build a culture of accountability, problem-solving, continuous learning, and performance ownership.
- Address underperformance through structured coaching, clear expectations, and measurable improvement plans.
- Develop team capability and operational resilience while maintaining employee engagement and a skilled working environment.
- Client and Stakeholder Management
- Maintain effective working relationships with clients and internal stakeholders, ensuring transparent communication on delivery, risks, corrective actions, and improvement initiatives.
- Investigate client escalations, coordinate resolution, and implement preventive measures.
- Work with Quality, Training, Workforce Management, HR, Technology, and other support functions to resolve operational constraints and improve delivery outcomes.
- Governance and Process Control
- Ensure adherence to applicable client requirements, internal policies, documented processes, and relevant quality, information-security, and data-protection standards.
- Maintain reliable operational reporting, review mechanisms,



and action tracking without allowing reporting activity to substitute for actual problem resolution.

Candidate Profile and Qualifications

- Relevant experience in operations or service delivery management within BPM, BPO, shared services, or a comparable process-driven environment.
- Demonstrated experience managing operational teams through Team Leaders or equivalent frontline leadership structures.
- Strong analytical and problem-solving ability, with evidence of identifying root causes and implementing improvements that delivered measurable results.
- Hands-on experience managing KPIs such as productivity, quality, SLA adherence, turnaround time, backlog, utilization, and operational efficiency.
- Ability to interpret operational data, use Excel and MIS dashboards effectively, and convert performance trends into actionable decisions.
- Strong execution discipline, including the ability to prioritize issues, assign accountability, track corrective actions, and verify outcomes.
- Effective people-management, coaching, stakeholder-management, and client-communication skills.
- Ability to work in a dynamic environment, manage competing priorities, and take ownership of operational challenges.
- A bachelor's degree in a relevant discipline; postgraduate qualifications are an advantage.

What Success Looks Like The successful candidate will be expected to demonstrate measurable improvements in:
- Consistency of service delivery and SLA achievement.
- Productivity, quality, and reduction in rework.
- Timeliness of issue resolution and reduction in recurring operational problems.
- Capacity utilization, resource effectiveness, and cost efficiency.
- Team Leader effectiveness and employee performance.
- Client confidence and the sustainability of operational improvements.

The defining expectation: The person must be able to move from identifying a performance gap to diagnosing its cause, implementing a solution, and demonstrating that the outcome has improved.

📌 Operations Manager (Jaipur)
🏢 IMS Datawise
📍 Jaipur