Operations Manager

1 week ago

Pune, Maharashtra, India Equifax Full time ₹ 8,00,000 - ₹ 24,00,000 per year

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 roles—preferably within data, technology, SaaS, or financial services sectors.
  • 3+ years of people management experience
  • 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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