▷ (15h Left) Operations Manager

4 weeks ago

Pune India Equifax Full time

Job Description We are seeking a proactive Manager, Fulfillment Operations to lead our team of Analysts through a critical business transformation. This role is pivotal in shifting our operations from manual processing to a state-of-the-art, automated workflow. You will collaborate closely with business owners to ensure flawless customer delivery, while championing a new focus on analyzing the output of automation to drive quality and efficiency. What you'll do - Lead a team of up to 15 Fulfillment Analysts responsible for the design, configuration, testing and delivery of customer solutions - Develop an operating model for efficient handoff of tasks between US and India based resources - Coordinate and lead training efforts on configurable platforms while defining new features and functionality required based on incremental revenue opportunities. - Provide coaching, training and support to a team of direct reports in order to maintain KPI performance and competency /skill development - Actively manage the team's queue of work to ensure task progression and delivery against stated timelines. - Publish WIP reporting and prioritize work based on business goals. - Act as a primary point of escalation for internal or externally identified issues and drive incidents to full remediation. - Ensures the team is adhering to all regulatory, compliance, security, legal and company policies. What Experience You Need - Bachelor's degree in Business, Information Technology, Operations Management, or a related field is essential. - 5+ years of experience in service delivery, client success, or operations rolespreferably within data, technology, SaaS, or financial services sectors. - 3+ years of people management experience - Experience with SQL, Linux shell scripting, C++/Python, along with API, XML/JSON formats - English proficiency (C1) - Proven track record of managing complex, high-value client relationships and delivering exceptional service outcomes. - Experience leading cross-functional teams in a matrixed environment, with a focus on collaboration and alignment. - Strong background in incident and escalation management, including leading through high-pressure situations with professionalism and transparency. - Demonstrated success in driving continuous improvement, change management, and service innovation. - Familiarity with data privacy, compliance, and risk management in regulated environments. - Proficiency in service performance metrics (e.g., SLAs, KPIs, NPS, CSAT) and using data to drive decisions. - Awareness of emerging technologies (e.g., automation, AI, cloud platforms) and their impact on service delivery. - Exceptional stakeholder management and communication skills. What could set you apart - Previous management/supervisory experience leading teams responsible for delivery of customer solutions in the financial services, telecommunications, auto or insurance industries - Previous experience managing a local team with direct reporting into another geography - Proven track record of building out new operational processes and controls in an information services industry

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