Job highlights

- BBA or BCom degree with expertise in operations management and automation adoption

- Translate targets into team plans, manage workloads and rosters, handle escalations, conduct coaching, ensure SOP adherence, lead root-cause analysis, validate reporting, and support recruitment and employee engagement

Roles & Responsibilities

- Translate account-level targets into daily, weekly and monthly team plans, capacity requirements and queue priorities

- Allocate work, balance volumes, manage rosters and ensure coverage for critical activities and business continuity

- Review dashboards for volume, productivity, quality, ageing, exceptions, queries and payment readiness; act on adverse trends

- Own first-level operational escalations and ensure timely communication, action logs and closure evidence

- Conduct performance coaching, one-to-ones, skill assessments, role readiness, succession and cross-training plans

- Ensure adherence to SOPs, approval matrices,



segregation of duties, payment controls and maker-checker requirements

- Lead root-cause analysis and corrective/preventive actions for errors, missed SLAs, duplicate payments and audit findings

- Validate team reporting and provide concise performance narratives for operations governance

- Partner with quality, training, transformation and technology teams to improve standardisation and automation adoption

- Support recruitment, interviews, onboarding, probation reviews and employee engagement activities

- Maintain risk, issue, action, dependency and training trackers for the assigned scope

- Act as deputy to the operations manager for governance, client calls and peak-period delivery

Educational Requirement

- BBA

- BCom

Service Line

- BPO Service Line

📌 Assistant Manager (Pune)
🏢 Infosys BPM
📍 Pune