About the Role:

As a Hub Operations Manager at TCS iON, you will be responsible for end-to-end management of a designated exam hub or assessment center, ensuring the seamless execution of computer-based assessments.

This role demands operational efficiency, people management, client coordination, and technical acumen to ensure standardized delivery and an excellent candidate experience.

You will act as the on-ground leader for all operations during exam cycles, overseeing technical setup, security protocols, staff coordination, vendor management, and real-time troubleshooting in a 24x7 operational environment, particularly relevant to professionals from IT, Telecom, or similar infrastructure-intensive industries.

Key Responsibilities:

Exam Day Management:

- Plan and execute all exam day activities including candidate registration, biometric verification, seating arrangements, system readiness, and secure exam delivery.

- Lead and manage invigilators, technical staff, and administrative teams to ensure protocol compliance.

- Handle real-time escalations related to system performance, candidate queries, or technical disruptions.

- Ensure adherence to TCS iON's standardized testing procedures and service-level agreements (SLAs).

Exam Center Operations Oversight:

- Ensure 100% operational readiness of the hub including power backup, internet connectivity, hardware/software functionality, CCTV surveillance, and access control.

- Conduct regular audits and inspections to verify compliance with security, safety, and cleanliness standards.

- Coordinate with external vendors for services like catering, facility maintenance, housekeeping, and security.

- Manage logistics and assets, including exam materials, candidate documents, and IT equipment.

Team & Staff Management:

- Recruit, train, and supervise temporary and permanent hub staff for exam operations.

- Conduct training sessions on SOPs, security measures, candidate handling, and system operations.

- Monitor team performance through KPIs and provide constructive feedback for improvement.

- Manage rosters, attendance, and role assignment during high-volume testing periods.

Client & Stakeholder Management:

- Liaise with exam-conducting authorities, corporate clients, and educational institutions to ensure specific assessment requirements are fulfilled.

- Provide pre- and post-exam reports, incident summaries, and candidate analytics to clients.

- Address concerns, clarify guidelines, and ensure ongoing client satisfaction.

- Identify opportunities to scale hub operations or onboard new clients for capacity expansion.

Reporting, Documentation & Compliance:

Generate detailed reports on:

- Exam attendance and absenteeism

- Technical issues and their resolution

- Candidate feedback and service quality metrics

- Maintain compliance logs, incident records, and audit documentation as per internal and external regulatory guidelines.

- Perform root cause analysis of operational issues and implement corrective actions.

Required Skills & Competencies:

Operational Excellence:

- Strong multitasking and organizational skills with the ability to manage multiple exams/hubs simultaneously.

- Knowledge of operational KPIs and experience working in process-driven environments.

Technical Proficiency:

- Familiarity with exam delivery platforms, biometric systems, LAN/WAN infrastructure, and CCTV-based monitoring.

- Ability to troubleshoot basic technical issues and coordinate with remote or on-site IT support.

People & Stakeholder Management:

- Strong leadership qualities with the ability to manage teams under pressure.

- Excellent communication and interpersonal skills for interacting with candidates, staff, and client representatives.

Problem Solving & Decision Making:

- Quick decision-making ability in time-sensitive or high-pressure scenarios (e.g , system crash during exams, last-minute absenteeism).

- Analytical thinking for identifying process gaps and implementing continuous improvements.

Preferred Qualifications:

- Bachelor's /master's degree in Operations Management, Information Technology, Engineering, or related fields.

- Prior experience in managing IT-enabled service centers, Telecom operations, Call centers, or assessment centers.

- Experience in a 24x7 operational environment is a strong advantage.

- Exposure to exam delivery tools, incident management systems, and basic IT troubleshooting tools