(24/09/2025) Operation Manager

2 days ago

Bengaluru India Minutes to Seconds Full time

Job Description

MinutestoSeconds is a dynamic organization specializing in outsourcing services, digital marketing, IT recruitment, and custom IT projects. We partner with SMEs, mid-sized companies, and niche professionals to deliver tailored solutions.

Requirements

Role: Operations Manager

DESIGNATION: Operations Manager

LOCATION: Bangalore

Years of exp: 8+ years experience in International Customer Service- as an OM 2 years, Asst- 3 years, DM 4 years

Key Responsibilities :

- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the
- organization's policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard,
- Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent administration of
- company policies and standards, define and implement any corrective actions needed to
- meet operational performance targets
- Conduct regular one-on-ones with direct reports to review individual performance, the
- performance of their team and offer on-going developmental coaching
- Create a positive work environment through employee engagement; resolve employee
- relation issues in a professional and timely manner
- Participate in cross functional meetings to review information received from operational
- support functions - Training, HR, Quality, WFM, TA, and partner to define action plans that
- resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client
- Handle a team of team leaders

Desired Skills:

- 8+ years experience in International Customer Service,
- Experience in managing international voice clients preferably in
- Banking/Insurance/Healthcare
- Experience in managing large teams with 125+ frontline staff
- Experience in managing Team Leaders/Supervisors
- Knowledge of Internet Services, MS Office and Basic Computer Troubleshooting
- Flexibility to work in any shift and, on weekends, and shift between WFO and WFH, as and when needed
- Establish a course of action for self and others to accomplish specific goals
- Demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback
- Demonstrate ability to analyse and improve work processes; establish a course of action for self and others to accomplish a specific goal
- Work well under pressure and follow through on items to completion while maintaining professional demeanour
- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
- Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
- Demonstrate ability to mentor, coach and provide direction to team members
- Willingness to work in a flexible schedule

Educational qualification: Graduation

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