Job Description

Overview

The Operations Manager will closely support the General Manager in executing day-to-day operational priorities across WBMO. This role is responsible for end-to-end coordination, follow-ups, performance tracking, and smooth execution of operational processes across all departments.

The Operations Manager will translate strategic direction from the GM into actionable operational outcomes, ensure inter-department alignment, and maintain strong governance, reporting, and accountability. This is a hands-on, execution-driven leadership role within a BPO / outsourcing environment, with exposure to clients and senior leadership.

Key Responsibilities

Operational Execution & GM Support

Support the General Manager in managing daily operations and ensuring business priorities are executed effectively. Drive follow-ups across all departments to ensure commitments, deliverables, and action items are closed on time. Act as the first-level escalation point for operational issues before escalation to the GM. Ensure adherence to defined SOPs, workflows, governance models, and operational standards.

Performance Management & KPI Tracking

Monitor KPIs, SLAs, productivity, quality, attendance, and turnaround times across departments. Track daily and weekly performance against agreed targets and benchmarks. Identify performance gaps, risks, and bottlenecks and escalate with corrective action recommendations. Support structured weekly and monthly performance review meetings with team leads and managers. Ensure accountability and ownership across teams for performance outcomes.

MIS, Dashboards & Reporting

Assist the General Manager in preparing, consolidating, and finalizing

weekly MIS and performance dashboards

for all departments. Collect, validate, and analyze performance data to ensure accuracy, consistency, and reliability. Prepare executive-ready reports, summaries, and presentations for leadership and client discussions. Represent operational reports and performance updates to management on behalf of the General Manager, as required. Highlight trends, risks, improvement areas, and actionable insights through MIS analysis.

Cross-Functional Coordination

The Operations Manager will coordinate closely with the following departments:

Operations / Back-office Processing

Work Order Processing

Dispatch Operations

IT HR & Recruitment Finance (AR & AP)
Key coordination responsibilities include:

Ensuring smooth end-to-end process flow between Work Order, Dispatch, and Back-office teams. Managing inter-department dependencies to avoid delays, errors, or SLA breaches. Acting as a central coordination point to ensure operational continuity and efficiency. Conducting regular follow-ups with department heads and team leads. Escalating operational risks or delays to the GM with proposed solutions.

Client & Leadership Interaction

Support the GM in client communications, performance update calls, and internal leadership meetings. Participate in discussions with client as required. Ensure timely execution of commitments made to clients and senior leadership. Maintain professional, clear, and data-driven communication standards.

Process Improvement & Governance

Identify inefficiencies, recurring issues, and execution gaps across operations. Support implementation of process improvements, standardization initiatives, and corrective action plans. Ensure SOPs are followed, documented, and updated as required. Assist the GM in driving change management initiatives with clear tracking and follow-through. Promote performance discipline, ownership, and continuous improvement culture.

Required Experience

4-6 years of experience in Operations Management, BPO / Shared Services, PMO, or similar roles. Mandatory experience in BPO or outsourcing operations. Exposure to logistics, transportation, dispatch, freight, or supply chain operations is preferred. Experience working with KPIs, SLAs, MIS, and performance dashboards. Experience supporting senior leadership and management reporting.

Technical & Professional Skills

Strong proficiency in Microsoft Excel (advanced formulas, pivot tables, dashboards). Good command of PowerPoint for structured reporting and presentations. Familiarity with reporting and dashboard tools such as Power BI or Tableau (preferred). Strong written and spoken English communication skills. Ability to manage multiple priorities and work under tight deadlines. Strong follow-up, coordination, and execution capabilities.

Personal Attributes

Highly organized, detail-oriented, and execution-focused. Proactive problem-solver with strong analytical thinking. Confident communicator capable of representing operational updates. Strong sense of ownership, accountability, and follow-through. Comfortable working in a fast-paced, performance-driven environment.

Educational Qualifications

Graduate or Postgraduate degree in Operations, Management, Commerce, or Business. MBA (Operations / General Management) preferred. Certifications in Operations Management, Lean, Six Sigma, or Business Analytics are an added advantage.

Employment Details

Full-time, office-based role at Gurgaon. Night shift: 7:00 PM to 4:00 AM IST (aligned with EST business hours). Should be available for weekend discussions with management when required. Flexible to work on Indian holidays with compensation, while observing Canadian holidays. Competitive salary aligned with experience and market standards. Strong growth opportunity into senior operational leadership roles. High visibility role with direct exposure to senior leadership and international client operations.
Job Types: Full-time, Permanent

Pay: ₹1,200,000.00 - ₹1,500,000.00 per year

Benefits:

Cell phone reimbursement Food provided Health insurance Provident Fund
Work Location: In person