Ops Manager(HBR layout)

Ops Manager, Client - Reliance

Designation

Operations Manager

Reporting To

Head of Operations

Location

[Bengaluru /HBR Layour]

Shift

General - 5.5 Working days

Experience

5-6 years in BPO / Business Operations, with at least 3 years in a managerial role

Salary

55k – 65k CTC

1 . Role Overview

We are looking for a proactive and result-oriented Operations Manager to manage multiple teams handling voice and non-voice processes across different customer engagements.

The individual will be responsible for ensuring smooth day-to-day operations, managing Team Leads, maintaining operational discipline, establishing structured review mechanisms, and ensuring adherence to customer expectations and internal performance standards.

The role requires someone who is willing to learn new customer processes, understand business requirements, document workflows and SOPs, and continuously identify opportunities for process improvement, automation, and operational efficiency.

Key Responsibilities

A. Operations & Delivery Management

Manage multiple teams across different processes

Ensure daily operations are executed smoothly and in accordance with agreed SLAs, TATs and quality standards.

Monitor productivity, accuracy, turnaround time, attendance and overall team performance.

Identify operational bottlenecks and take corrective actions to ensure uninterrupted service delivery.

Ensure appropriate allocation of resources across different processes based on business requirements.

Monitor customer escalations and ensure timely resolution.

B. Team Leadership & Performance Management

Guide, mentor and monitor Team Leads to ensure effective team management.

Review team performance, productivity, quality and operational challenges.

Identify training and development requirements and facilitate improvement in team capabilities.

C. Customer Interaction & Governance

Ensure Minutes of Meeting (MoM) are documented and circulated for all relevant customer interactions.

Track customer action items, commitments, owners and target completion dates.

Ensure timely follow-up and closure of customer-related issues.

Maintain effective communication with customers and internal stakeholders.

D. Attendance, Leave & Resource Management

Monitor attendance, punctuality, login/logout timings and workforce availability.

Review and approve leave requests in accordance with company policies and operational requirements.

E. Process Understanding & Documentation

Take ownership of understanding new customer processes before and during operational transitions.

Prepare and maintain Standard Operating Procedures (SOPs), process flow diagrams and operational documentation.

Pay

₹55,000.00 - ₹60,000.00 per month

Benefits

Provident Fund

Education

Bachelor's (Preferred)

Experience

BPO Operations Manager

5 years (Required)

Business Operations Manager

5 years (Required)

Operations Lead – Customer Service: 5 years (Required)

Process Manager – BPO: 5 years (Required)

Service Delivery Manager

5 years (Required)

Assistant Operations Manager

5 years (Required)

Customer Operations Manager

5 years (Required)

Operations Manager AND BPO AND Team Management: 5 years (Required)

Voice and Non-Voice Operations: 5 years (Required)

SLA, KPI and Team Lead Management: 5 years (Required)

Service Delivery / Process Management: 5 years (Required)

Location

Bangalore City, Bengaluru, Karnataka (Required)

Work Location

In person