Operations Lead

8 hours ago

Kanpur, Uttar Pradesh, India NCR Eduservices Pvt Ltd Full time ₹ 2,50,000 - ₹ 7,50,000 per year

We are seeking a detail-oriented and proactive Lead – Operations (Individual Contributor) to ensure smooth execution of international operations. The role includes managing real-time support, operational escalations and process adherence while driving efficiency, accuracy and SLA compliance.

Job Responsibilities::

  • Operations Management

  • Oversee day-to-day operations to ensure smooth delivery of services.

  • Track performance against SLAs and escalate issues proactively when required.

  • Maintain accurate operational records and documentation.

  • Real-Time Support Escalation Handling

  • Act as the first point of contact for real-time operational queries and escalations.

  • Provide assistance across communication channels (Slack, Email, Helpdesk, etc.).

  • Troubleshoot technical and process-related issues to ensure continuity.

  • Process Improvement Coordination

  • Identify gaps in workflows and recommend solutions for process optimization.

  • Collaborate with internal teams to streamline operations and resolve bottlenecks.

  • Contribute to the development and implementation of best practices.

  • Stakeholder Communication

  • Respond promptly and professionally to queries from internal and external stakeholders.

  • Share timely updates with management regarding operational performance and challenges.

Working Time:: Afternoon / Night Shift (International Operations)

Qualifications
  • Bachelor's degree or higher (mandatory).
Additional Information
  • 3–7 years of experience in operations, preferably with exposure to international processes or EdTech.
  • Hands-on experience with platforms such as Airtable, , Slack, Zoom or similar tools.
  • Strong written and verbal English communication skills.
  • Proven ability to problem-solve, multitask and manage high-pressure situations.
  • Process-driven mindset with attention to detail and accountability.

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