ROLE SUMMARY Operation manager is a Front-line leadership (FLM) role, responsible for driving team performance, fostering a high-engagement culture, and ensuring seamless delivery of operational targets. The FLM acts as the primary touchpoint between team members and senior leadership — balancing day-to-day operational management with longer-term people development, client focus, and continuous improvement. The role demands a mid-management layer who leads with empathy, drives accountability, and builds lasting professional and personal connections with every team member.

KEY RESPONSIBILITIES
1. Team Management & Supervision
• Directly manage a team of 10–15 resources, ensuring optimal allocation of work
• Maintain daily oversight of team activities, attendance, adherence, and work quality
• Build a cohesive team setting that promotes collaboration, trust, and mutual respect
• Develop both professional and personal bonds with team members to foster loyalty, openness, and build a 2-way communication 2. Performance Management
• Monitor and manage daily, weekly, and monthly performance metrics (KPIs/SLAs) for each team member
• Conduct structured one-to-one (1-2-1) sessions on a regular and periodic basis to review individual performance, address concerns, and set short-term goals
• Drive accountability across the team by setting clear expectations, tracking outcomes, and celebrating successes
• Identify performance gaps early and execute targeted improvement plans, including PIPs if required
• Prepare and present accurate team performance reports for operations and senior stakeholders 3. Building Connect & Providing Feedback
• Create regular structured channels for two-way feedback, ensuring team members feel heard and valued
• Deliver timely, specific, constructive, and balanced feedback — both formally and informally
• Conduct periodic team huddles, group sessions, and individual check-ins to maintain strong team connect.
• Recognise and reward positive contributions consistently to boost morale and motivation.




• Address sensitive conversations and difficult feedback with empathy, professionalism, and confidentiality. 4. Client Focus & Service Quality
• Instil a strong client-first mindset within the team by communicating client expectations clearly and consistently.
• Ensure all deliverables meet agreed client SLAs, accuracy standards, and quality benchmarks.
• Proactively flag any client-impacting risks or issues to senior management and recommend mitigation actions.
• Regularly review client feedback and incorporate it into team processes and behaviours. 5. Identifying Training Needs & People Development
• Continuously assess individual and team skill levels to identify training and development needs (TNAs).
• Partner with L&D; and HR to design and deploy relevant training interventions — process training, soft skills, tools, and compliance.
• Create individual development plans (IDPs) for team members aligned with their career aspirations and business needs.
• Coach and mentor team members through on-the-job learning, stretch assignments, and shadowing opportunities.
• Track training completion and evaluate its impact on performance. 6. Operational Management
• Manage day-to-day operational workflows, ensuring volume targets and SLAs are consistently achieved.
• Plan and allocate daily workload based on team capacity, skills, and business priorities.
• Identify and resolve bottlenecks, process inefficiencies, or risks that impact delivery timelines.
• Drive a culture of process discipline — adherence to SOPs, quality checklists, and compliance protocols.




• Leverage operational data and dashboards to make informed decisions and course-correct in real time.
• Lead or contribute to process improvement and automation initiatives within the team. 7. Stakeholder Management
• Build and maintain positive, collaborative relationships with internal stakeholders — Operations leadership, HR, Operation Excellence, IT, and other support functions.
• Communicate team performance, Early warning signals, and updates clearly and proactively to relevant stakeholders.
• Represent team interests in cross-functional forums, planning meetings, and business reviews.
• Act as the primary escalation point for team-level issues and resolve them with appropriate urgency and professionalism. 8. Conflict Management
• Proactively identify and address interpersonal conflicts, team tensions, or performance-related disputes within the team.
• Facilitate conflict resolution conversations with neutrality, fairness, and a focus on positive outcomes.
• Escalate complex or recurring conflicts to HR/Senior Management as appropriate, with proper documentation.
• Foster a respectful, inclusive, and zero-tolerance environment towards harassment, bias, or misconduct. CORE COMPETENCIES People Skills
• Good Communication skills
• Active listening & empathy
• Coaching & mentoring
• People-first leadership
• Emotional intelligence (EQ)
• Conflict resolution Operational & Analytical Skills
• SLA & KPI management
• Data-driven decision making
• Process improvement mindset
• Stakeholder communication
• Time & workload management Eligibility
• Graduate or postgraduate with 8+ years in operations, including hands-on IP docketing experience
• Proficiency in MS Office tools (Excel, Word, PowerPoint) and workforce management platforms
• Exposure to quality frameworks (e.g., Six Sigma, Lean) will be an added advantage
• Exposure of Intellectual Property Rights
- Patent & Trademarks, including prosecution and lifecycle

📌 Operations Manager (Nashik)
🏢 Trexo Global
📍 Nashik