About us

Stonehill Solutions is a technology solutions company dedicated to building reliable, scalable, and intelligent digital systems that help businesses operate more efficiently, adapt faster, and grow with confidence.

Established on the trusted foundation Stonehill Solutions carries forward a legacy of excellence while building its own identity as a specialized technology and business solutions provider. We focus on delivering cutting-edge, practical, and future-ready solutions that streamline operations, enhance productivity, and support sustainable business growth.

Responsibilities

- Own the planning, forecasting and scheduling of daily, weekly and monthly operations and customer service capacity, ensuring service levels are met without hands-on involvement in day-to-day execution.
- Design, publish and manage rosters, shift plans and leave schedules for the Operations and Customer Service teams, balancing demand peaks, headcount and cost.
- Define, track and review KPIs and KRAs for Operations and Customer Service (e.g. SLA adherence, response and resolution time, CSAT, quality scores, attendance, productivity, attrition) and drive corrective action plans.
- Build and present daily, weekly and monthly MIS dashboards and performance reviews for senior leadership.
- Act as the point of coordination between the India offshore team and the UAE onshore team, aligning priorities, timelines and expectations.
- Proactively manage stakeholder relationships and expectations across locations, anticipating friction and resolving it early to avoid resistance, escalations and rework.
- Facilitate regular cross-location governance: onshore-offshore syncs, escalation calls,



business reviews and clear minutes with owners and deadlines.
- Work with Team Leads and Operations Managers to translate targets into team and individual goals, and coach them on performance management and people development.
- Identify process gaps, bottlenecks; drive process improvements, SOPs and training plans in coordination with the relevant teams.
- Maintain compliance with company policies, quality standards and reporting requirements; ensure documentation, audits and handovers are accurate and up to date.
- Support the planning of new service launches, volume ramp-ups and workforce hiring needs in partnership with HR and Operations.

Requirements

- Bachelor's Degree (MBA or PG in Operations / Business Management preferred)
- 8-10 years of total experience in operations, customer service or business process management, including at least 3 years in an Assistant Manager / Deputy Manager or equivalent role
- Proven experience working in an MNC or large organization, coordinating as an offshore (India) team with an onshore team.
- Hands-on expertise in defining, tracking and reporting KPIs / KRAs, SLAs and MIS dashboards (advanced Excel / Google Sheets; Power BI or similar is a plus)
- Excellent written and verbal communication, presentation and stakeholder management skills, with the ability to influence and handle resistance diplomatically
- Strong analytical, planning and problem-solving skills with a process-driven, ownership mindset
- Ability to work in a dynamic, fast-paced environment and to align with UAE working hours / time-zone overlaps as required
- Experience in transportation, mobility or online marketplace businesses is desirable

📌 Operations Manager (Ahmedabad)
🏢 Stonehill Solutions Private
📍 Ahmedabad