Operation Manager

Job Description – Operations Manager Salary Budget: 4.80 to 5.0 lacs

Position: Operations Manager

Department: Operations

Reports To: Director

Employment Type: Full-Time

Job Summary

The Operations Manager will be responsible for managing and improving day-to-day operational activities across multiple functions, including Quality, Order Management, Customer Support, Logistics, and Projects. The role is accountable for ensuring smooth operations, effective team management, customer satisfaction, adherence to SOPs, optimum resource utilization, timely escalation resolution, and accurate MIS reporting.

The Operations Manager will work closely with cross-functional teams and management to achieve operational targets, maintain service quality, improve productivity, and drive continuous process improvement.

Key Roles & Responsibilities

1. Operational Management

• Manage and oversee end-to-end daily operational activities.
• Ensure operations are executed efficiently and within defined timelines and service standards.
• Monitor operational KPIs, productivity, turnaround time (TAT), quality, and pending workloads.
• Identify operational bottlenecks and implement corrective and preventive actions.
• Coordinate with internal departments to ensure seamless execution of orders and projects.
• Drive continuous improvement initiatives to enhance operational efficiency, quality, and cost effectiveness.
• Ensure operational risks and dependencies are identified and addressed proactively.

2. Team Management – Quality, Orders, Support, Logistics & Projects

• Lead and manage teams across Quality, Orders, Customer Support, Logistics, and Projects.
• Define clear responsibilities, targets, KPIs, and performance expectations for team members.
• Conduct regular team meetings and performance reviews.
• Monitor individual and team productivity, quality, attendance, and adherence.
• Coach, mentor, and develop team members to improve performance and capabilities.
• Ensure effective coordination and communication between different operational teams.
• Identify training and skill-development requirements in coordination with relevant stakeholders.
• Create accountability and ownership within teams for assigned responsibilities and deliverables.

3. Customer Satisfaction

• Ensure a high level of customer satisfaction through timely and accurate service delivery.
• Monitor customer complaints, feedback, service issues, and recurring concerns.
• Coordinate with Customer Support and other departments for timely resolution of customer issues.
• Analyze the root causes of customer dissatisfaction and implement corrective actions.
• Monitor customer-related KPIs such as complaint resolution TAT, service quality, and repeat issues.
• Drive initiatives aimed at improving the overall customer experience.

4. Process & SOP Compliance

• Ensure all operational activities are performed according to approved Standard Operating Procedures (SOPs), policies, and process guidelines.
• Conduct periodic reviews to identify process deviations and compliance gaps.
• Ensure SOPs are updated whenever there are changes in processes, systems, or business requirements.
• Establish appropriate process controls and checkpoints to minimize operational errors.
• Work closely with the Quality team to conduct audits and implement corrective and preventive actions.
• Promote process discipline and a culture of continuous improvement across operational teams.

5. Resource Planning

• Plan manpower and other operational resources based on workload, order volumes, projects, and business requirements.
• Monitor resource utilization and optimize team allocation.
• Forecast manpower requirements for peak periods, new projects, and business expansion.
• Ensure appropriate shift planning, leave management, backup arrangements, and workload distribution.
• Identify resource gaps in advance and coordinate with management/HR for necessary action.
• Balance operational requirements with productivity and cost considerations.

6. Escalation Management

• Act as the primary point of contact for critical operational and customer escalations.
• Ensure escalations are acknowledged, investigated, and resolved within defined timelines.
• Coordinate with Quality, Orders, Support, Logistics, Projects, and other stakeholders for resolution.
• Conduct root cause analysis (RCA) for major and recurring escalations.
• Define and track corrective and preventive actions to avoid recurrence.
• Maintain an escalation tracker and regularly review open and aging cases.
• Escalate high-risk issues to senior management with clear impact assessment and recommended actions.

7. MIS & Reporting

• Prepare and maintain accurate daily, weekly, and monthly MIS reports.
• Track key operational metrics, including:
• Order volumes and pending orders
• Turnaround time (TAT)
• Quality and error rates
• Customer complaints and escalations
• Support performance
• Logistics performance
• Project status
• Team productivity and utilization
• SLA adherence
• Analyse data and highlight trends, exceptions, risks, and improvement opportunities.
• Present operational performance and key concerns to senior management.
• Maintain dashboards and trackers for effective monitoring and decision-making.
• Ensure the accuracy and timely submission of all management reports.

Key Performance Indicators (KPIs)

The Operations Manager's performance will be measured through:

• Achievement of operational SLA/TAT targets
• Order processing accuracy and timely completion
• Quality and error/rework percentage
• Customer satisfaction and complaint resolution
• Number and aging of operational escalations
• Team productivity and resource utilization
• SOP and process compliance
• Logistics/service delivery performance
• Project completion against agreed timelines
• Accuracy and timeliness of MIS reports
• Implementation of process improvements and corrective actions

Required Skills & Competencies

• Strong operational and people-management skills
• Leadership and team-building capabilities
• Customer-focused approach
• Strong analytical and problem-solving skills
• Excellent escalation and conflict-management abilities
• Process-oriented mindset with strong SOP discipline
• Resource and capacity-planning skills
• Strong communication and stakeholder-management skills
• Ability to work under pressure and manage multiple priorities
• Strong knowledge of MIS, reporting, and performance dashboards
• Proficiency in MS Excel/Google Sheets and related reporting tools
• Ability to conduct Root Cause Analysis (RCA) and implement CAPA
• Strong decision-making and ownership mindset

Qualification & Experience

• Education: Bachelor's degree in Business Administration, Operations, Supply Chain, Management, or a related field. MBA/PGDM preferred.
• Experience: 5–8+ years of relevant experience in operations, including team-management responsibilities.
• Experience managing multiple operational functions such as Quality, Orders, Customer Support, Logistics, and Projects is preferred.
• Prior experience in customer-facing operations, process improvement, MIS reporting, and escalation management will be an advantage.

Key Expectations from the Role

The Operations Manager is expected to take end-to-end ownership of operational performance, ensuring that people, processes, resources, and systems work together effectively to deliver consistent business results.

The role should maintain a strong balance between Operational Efficiency, Quality, Customer Satisfaction, Team Performance, Process Compliance, and Cost Optimization, while providing management with timely visibility into operational performance, risks, and improvement opportunities.