Key Responsibilities:

- Own delivery performance across assigned AP scope including SLAs KPIs quality ageing financial controls and stakeholder outcomes

- Establish operating cadence covering daily reviews weekly performance monthly governance and quarterly service improvement

- Forecast volumes and staffing needs manage capacity demand variability shrinkage overtime leave and contingency coverage

- Lead client and internal governance discussions presenting performance risks root causes decisions and recovery plans

- Manage critical escalations payment impacting incidents supplier dissatisfaction and control exceptions through structured command and closure

- Ensure operational compliance with contractual requirements SOPs policies information security business continuity and audit expectations

- Drive talent strategy across hiring onboarding role readiness skill matrices succession performance improvement and leadership pipeline

- Partner with finance and account leadership on budgets cost utilisation productivity pyramid and margin improvement

- Sponsor process standardisation automation analytics and AI opportunities ensure benefits are baselined tracked and sustained

- Coordinate transitions scope additions stabilisation and change management without service disruption

- Manage third party or interdependent teams such as scanning OCR procurement support master data and technology support where applicable





- Build a strong second line of leadership and ensure governance continues effectively during absence or business disruption

- Key performance indicators
- Portfolio SLA KPI attainment and service stability

- Financial performance utilisation and productivity

- Control health audit outcomes and risk reduction

- Client satisfaction and escalation prevention

- Attrition leadership pipeline and critical skill coverage

- Transformation pipeline and realised perks

- Transition change delivery against plan

- Required functional and technical skills

- Broad AP P2P expertise and ability to connect process outcomes to business impact

- Multi team operations and workforce management

- Commercial awareness budgeting and productivity management

- Executive ready reporting and client governance

- Risk controls change and programme management

- Digital and automation opportunity assessment

- Strong orientation to accuracy timeliness ownership and customer service

- Working knowledge of ERP workflow environments such as SAP Oracle or equivalent platforms

- Ability to operate within documented SOPs control frameworks data privacy and information security requirements

- Clear written and verbal communication ability to work in a global multicultural environment

- Willingness to work in business aligned shifts and support peak periods or month end activities where required

📌 Operations Manager (Pune)
🏢 Infosys
📍 Pune