Operations Manager

Job Description: Operations Manager (BPM - Night Shift)

Position Title: Operations Manager ( BPM Operations Night Shift)

Location: Madurai

Department:BPM

Reporting To: Senior Manager

Shift Timings:Night Shift

Job Summary:

We are seeking a dynamic and result-driven

Operations Manager to lead and oversee the night shift operations for ourand Business Process Management (BPM) divisions. This individual will take full responsibility for achieving targeted productivity, efficiency, employee management (including leave and attrition), and ensure a positive work culture that fosters enthusiasm and motivation. The Operations Manager will play a critical role in transitioning the business into a data-driven unit, ensuring informed decision-making, reducing rework and rejection, and driving collaboration with all stakeholders to achieve revenue targets on a weekly, monthly and annual basis.

Key Responsibilities:

1. Operations Management

- Lead and manage the night shift operations for BPM processes, ensuring smooth workflow and timely delivery of services.

- Establish and monitor performance metrics to achieve the targeted productivity and efficiency levels across all projects.

- Ensure adherence to project timelines, process requirements, and client expectations during the night shift.

- Focus on reducing rejection and rework by implementing corrective actions and preventive measures.

2. Data-Driven Operations

- Transition the business into a data-driven unit by implementing systems for tracking and analyzing operational performance metrics.

- Use data analytics to make informed decisions that improve overall productivity, quality, and resource management.

- Identify trends and patterns in night shift performance to enhance decision-making and operational planning.

3. Team Leadership and Employee Management

- Take full responsibility for managing employee attendance, leave approvals, and attrition rates, ensuring minimal disruptions to night operations.

- Create and maintain a positive work environment by fostering enthusiasm, team spirit, and a culture of accountability and engagement.

- Conduct regular team meetings and feedback sessions to address challenges, recognize achievements, and discuss process improvements.

- Coordinate with HR and other departments to manage staffing needs, resolve conflicts, and ensure a smooth onboarding process for night shift employees.

4. Collaboration and Stakeholder Management

- Coordinate with cross-functional teams including day shift teams, senior management, HR, and IT to ensure seamless operations and handovers.

- Collaborate with the Quality and Compliance teams to ensure all operations are in line with regulatory standards and client requirements.

- Work closely with other stakeholders to align operational goals with overall company objectives and revenue targets.

5. Revenue and Efficiency Goals

- Monitor and drive the achievement of revenue targets on a weekly, monthly and annual basis by optimizing resources, improving efficiency, and reducing operational waste.

- Take ownership of operational budgets and implement cost-control measures to increase profitability.

- Analyze and improve workflows to ensure better resource allocation, reduction in idle time, and improved productivity.

Key Performance Indicators (KPIs):

- Achievement of productivity and efficiency targets.

- Reduced rejection and rework rates.

- Employee attendance, retention, and engagement during night shift.

- Timely achievement of revenue goals (weekly, monthly, annual).

- Operational cost savings and profitability improvements.

- Quality of internal and external stakeholder collaboration.

- Transition to a data-driven decision-making approach.

Desired Skills & Competencies:

- Strong leadership and team management skills with the ability to drive high performance in a night shift environment.

- Excellent analytical and problem-solving skills to identify inefficiencies and implement data-driven solutions.

- In-depth understanding of BPM processes, with a focus on quality and compliance.

- Strong communication and collaboration skills for working with internal teams and stakeholders across various levels.

- Proficiency in using data management tools and software for performance tracking and analysis.

Qualifications & Experience:

- Bachelor's degree in Business Administration, Operations Management, or related field (Master's preferred).

- 5+ years of experience in operations management, with a focus on BPM processes.

- Proven track record of managing night shift operations and achieving productivity and revenue targets.

- Experience in managing large teams and driving employee engagement.

- Familiarity with data-driven operations and decision-making tools.

Why Join Us:

At SBL Knowledge Services Pvt. Ltd. you will play a pivotal role in shaping the success of our BPM operations. We offer a challenging and rewarding work environment where your leadership will make a significant impact on achieving both operational excellence and business growth.

Apply Nowto be part of a team that is driving innovation and delivering high-quality services in a dynamic work environment!

Note:This role requires the flexibility to work night shifts and take full ownership of night-time operations.