Operation Manager

About Us-

We are a specialized Legal Process Outsourcing (LPO) company based in Thane, providing critical back-office and support services to Personal Injury law firms across the United States. We help our clients streamline their operations, reduce costs, and improve case outcomes through dedicated expert teams. Our culture is dynamic, fair, and fast-paced, where high performance is recognized and rewarded.

Position Summary-

We are seeking a seasoned and strategic Operations Manager to be the architect of our next growth phase. This is not merely a maintenance role; it is a leadership position for a builder. You will be responsible for scaling our operational platform, building a robust leadership pipeline, and ensuring excellence across client delivery, people management, and financial performance. The ideal candidate is a proven leader from the BPO sector with experience in managing accounts through their entire lifecycle and a passion for operational excellence and growth.

Key Responsibilities1. Strategic Platform Building & Growth Enablement:

• Design, implement, and refine scalable operational systems and processes to support a significant increase in business volume and client base.
• Move the organization from a reactive service model to a proactive, platform-driven delivery model.
• Lead initiatives to automate, standardize, and optimize workflows to enhance capacity and efficiency.

2. Governance, Accountability & High-Performance Culture:

• Establish a robust governance model with clear periodic reviews (daily, weekly, monthly) of KPIs, SLAs, and project milestones.
• Hold team members strictly accountable for performance against targets through consistent feedback, coaching, and performance management systems.
• Proactively build and nurture a culture of high performance, ownership, and continuous improvement. Recognize and reward excellence while addressing performance gaps decisively.

3. Client Partnership & KPI Accountability:

• Serve as the primary operational owner for key US-based Personal Injury law firm accounts.
• Define, monitor, and ensure strict adherence to client-specific KPIs and Service Level Agreements (SLAs).
• Drive client satisfaction and retention by delivering consistent, high-quality results and acting as a trusted advisor.

4. Leadership & Talent Pipeline Development:

• Lead, mentor, and inspire a team of Team Leaders, Subject Matter Experts, and Associates.
• Actively identify high-potential talent and create a structured development program to build the next line of operational leadership.
• Foster a culture of accountability, continuous learning, and high performance.

5. Operational & Financial Excellence:

• Own the P&L for the operations vertical. Manage budgets, control costs, and drive profitability through productivity improvements.
• Utilize data analytics to generate insights, forecast trends, and make informed business decisions.
• Implement Operational Excellence (OpEx) and Lean methodologies not just for improvement, but for building a foundation for scale.

6. Lifecycle Account Management:

• Leverage experience in managing BPO accounts across different lifecycles (ramp-up, stabilization, maturity, transformation).
• Seamlessly onboard new clients and scale operations for existing ones.
• Qualifications & ExperienceMandatory: Bachelor’s degree in Business Administration, Operations Management, or a related field. An MBA is a plus.
• Mandatory: 5+ years of progressive operations management experience within the BPO/KPO/LPO sector.
• Mandatory: Proven experience managing large, complex accounts for international clients (US experience is highly preferred) across various lifecycle stages.
• Mandatory: Demonstrable experience in building teams, developing future leaders, and creating scalable processes.
• Expertise in managing KPIs, SLAs, and financial metrics (productivity, utilization, attrition, cost per unit).
• Excellent communication, presentation, and client relationship skills.
• Proficient in MS Office/Google Suite; experience with BPO tools, CRM, and case management software is desirable.

What We Offer

• A pivotal leadership role in a growing company with a clear vision.
• A dynamic, fair, and high-performance-driven culture.