Operation Manager

1. Core Operations & Daily Routine

​Daily Monitoring: Your primary responsibility is to check daily pendency.

​Case Management: Every Location Manager must focus on "Overtime" (OT) cases. Prioritizing the closure of these cases is mandatory.

​TAT (Turnaround Time): Managers must understand the gravity of TAT for our clients. Meeting deadlines is non-negotiable .

​2. Business Growth & Client Relations .

​Volume Analysis: Managers must track monthly business volumes for every client.

​Proactive Retention: If a client’s business volume drops, the manager must schedule a personal meeting the following month to resolve any issues.

​Client Engagement: It is mandatory for all managers to send monthly Zoom meeting invitations to their respective clients.

​3. Team Management & Training

​Backup Planning: Having a backup plan for every team member is mandatory to ensure work never stops.

​Internal Training: Managers must conduct weekly joint discussions/training with the back-office team and at least one session per month with the samplers.

​Developing Talent: Use weekly meetings to train "untrained" staff and make them productive.

​Counseling: Regularly sit with the HR Manager to counsel non-productive team members.

​4. HR, Hiring, and Productivity

​Performance Reviews: At the start of each month, managers must discuss team productivity, non-productivity, and action plans with HR and the Director.

​Hiring Protocol: For new hiring or team support, managers must email HR with a proper Job Description (JD).

​Leave Management: Managers must approve or reject leaves on time.

​5. Leadership & Accountability

​Field Coordination: Coordinate with Field In-charges to plan monthly training and seeding for the field team.

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