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