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

Educational Requirement BBA,BCom

Service Line

BPO Service Line

📌 Operations Manager (Pune)
🏢 Infosys BPM
📍 Pune