Aptara - Senior Manager/Manager - Operations Lead
Position Description:
The Operations Lead will oversee end-to-end operational processes within the organization. This role serves as the primary liaison between the internal team and senior management, ensuring clear communication and delivery of key business outcomes.
The position also includes frequent interaction with clients to ensure smooth operations, drive service quality, and identify opportunities for business growth. Key responsibilities include performance management, cost control, team development, and profit & loss oversight. The role requires proactive problem-solving and the ability to lead a diverse and dynamic team.
Essential Qualifications: MBA or Post Graduate Diploma in Management from an institution of repute - preferred
Work Schedule: Work from Office
Technical Qualifications: Proficient in MS Office Suite, Working knowledge of Salesforce and PowerBI (preferred), Experience leading tool migrations or onboarding new platforms, Ability to train teams on new technologies
Experience: Minimum 8-10 years of work experience, of which at least 5 years in a supervisory role or team leadership role
Organization Structure: Report to GM- Operations
Work Schedule: Flexibility to work day/ night, and weekend shifts in a 24x7 operational environment
Soft Skills Required:
- Strong interpersonal and communication skills, Leadership and team-building abilities, Conflict resolution and negotiation, Time management and multitasking, Adaptability and resilience under pressure, Decision-making and critical thinking, Empathy and emotional intelligence
Area of Accountability:
Client Management:
- Act as key liaison between clients and senior management
- Interface with clients frequently and maintain an excellent relationship with them
- Business growth from existing accounts.
- Manage expectations during transitions or escalations
Competencies Required:
- Customer Service Orientation
- Inter-cultural Competence / Diversity Communication
Key Performance Indicators:
- Customer Feedback
- Additional Business / Growth of the team
Operations Management:
- Ensure smooth functioning of operations across all business units
- Review staffing plans on a monthly basis
- Review service failures on a regular basis
- Lead process change initiatives and ensure smooth adoption among teams and clients \ Monitor effectiveness and refine based on feedback
Competencies Required:
- Quality orientation
- Result Orientation
- Passion for action / Initiative
- Achievement Orientation
- Innovation
- Adaptability / Flexibility
- Problem Solving skills
- Change Leadership \ Strategic Agility\Stakeholder Management
Key Performance Indicators:
- On-time delivery
- Resource utilization levels
- Productivity
- Best Practices shared and implemented
- Change adoption rate \ Time to implement changes \ Feedback from clients and team
Team Management:
- Oversee operational processes within the organization to ensure efficiency, quality delivery, and alignment with strategic goals.
- Coach and counsel team members to enhance performance and arrest attrition
- Introduce initiatives for team development
- Recognize and reward performance and ensure welfare measures are carried out
Competencies Required:
- People Management Skills
- Conflict Management
- Team Effectiveness
- Facilitation / Group Moderation
- Impact and Influence
- Change Leadership
Key Performance Indicators:
- Developing team members for larger roles / promotion
- Attrition rate
- Attendance
- Team Development initiatives implemented
- Team Satisfaction Index
Process Improvement and Innovation:
- Identify inefficiencies and implement process improvements
- Pilot new tools or methods and analyze their effectiveness
- Collect feedback to iterate operational strategies
- Analytical Skills
Security Management:
- Responsible for adherence to security norms including print security and physical access procedures in the team
- Responsible for ensuring all members of the team go through security and compliance awareness programs as per policy
- Organization Awareness
- Knowledge of Office Tiger security management system
- Employees' security & compliance
- Team Integrity
Functional Authority:
- Assign tasks aligned to team capabilities and business needs
- Conduct quarterly performance reviews
- Recognize and reward high performance
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