Operations Manager

Overview

We are looking for an Operations Manager responsible for overseeing daily activities across several departments including Quality, Order Management, Customer Support, Logistics, and Projects. This position reports to the Director and is designed to ensure seamless operations, effective team leadership, customer satisfaction, compliance with standard procedures, efficient resource allocation, prompt handling of escalations, and precise MIS reporting.

Primary Responsibilities

• Manage comprehensive daily operations ensuring they meet timelines and quality benchmarks.
• Track key performance indicators such as productivity, turnaround time, quality levels, and pending tasks.
• Identify and resolve operational bottlenecks through corrective initiatives.
• Coordinate interdepartmental activities for smooth execution of orders and projects.
• Lead continuous process improvements to enhance operation efficiency and cost management.
• Oversee teams from Quality, Orders, Customer Support, Logistics, and Project divisions by setting clear goals, performance metrics, and conducting regular reviews.
• Foster team development via training, mentoring, and performance coaching.
• Ensure high levels of customer satisfaction by promptly addressing complaints and service issues, as well as analyzing root causes to implement corrective measures.
• Enforce adherence to Standard Operating Procedures, perform periodic compliance checks, and update SOPs as needed.
• Plan and manage manpower and operational resources based on workload forecasts and project demands, optimizing shift patterns and leave management.
• Serve as the main contact for operational and customer escalations, ensuring timely investigation and resolution, including root cause analysis and preventive action implementation.
• Maintain comprehensive MIS reports tracking order volumes, quality metrics, customer complaints, logistics and support performance, project status, and team productivity.

Required Experience and Qualifications

• Bachelor’s degree in Business Administration, Operations, Supply Chain, Management, or a related discipline; MBA or PGDM preferred.
• Minimum 5 to 8 years of operational experience, including team leadership across multiple functions such as Quality, Orders, Customer Support, Logistics, and Projects.
• Expertise in customer-facing operations, process optimization, escalation management, and MIS reporting is a distinct advantage.

Essential Skills and Competencies

• Demonstrated leadership and strong people management skills.
• Customer-centric mindset with the ability to manage conflicts and escalations effectively.
• Analytical skills for problem-solving and root cause identification.
• Thorough understanding of operational processes and SOP compliance.
• Resource and capacity planning capabilities with a focus on efficiency.
• Strong communication, stakeholder management, and decision-making abilities.
• Proficiency with MS Excel/Google Sheets and performance reporting tools.
• Ability to work under pressure, juggling multiple priorities effectively.

Performance Metrics

• Achievement of service level agreements and turnaround time goals.
• Accuracy in order processing and adherence to project timelines.
• Reduction of quality errors and rework rates.
• Customer satisfaction and complaint resolution effectiveness.
• Management of escalations and minimizing recurrence.
• Team productivity and optimal resource use.
• Compliance with established SOPs and process protocols.
• Overall logistics and service delivery performance.
• Timely and accurate MIS reporting.
• Successful implementation of process improvements and corrective actions.