Manager / Deputy Manager - Operations

About the Role

We are looking for a hands-on operations leader to directly own people management and SLA (productivity, TAT and accuracy) delivery within a complex and high volume delivery organisation. This is a floor-level leadership role, not a distant oversight one managing TLs / AMs. The Ops Manager/DM runs daily operations and owns key customer SLAs along with improving Productivity, Accuracy and TAT.

Key Responsibilities

• Own people management, attendance and SLA delivery for production team
• Run daily standups; provide first-line coaching and handle performance conversations directly
• Partner closely with the paired SME on domain/scope judgement calls and recurring RFI patterns — know when an issue is a people call versus a domain call
• Own within-pod reallocation and rescheduling when delivery risk can be resolved using existing team capacity, work prioritization to meet TAT commitments
• Escalate delivery risk to the Head of Operations directly when it exceeds what the pod can absorb on its own
• Build and track individual development plans for team members in the pod
• Report team-level productivity, accuracy, attendance and attrition to the Head of Operations on a weekly cadence
• Drive adoption of new platform/AI features within the pod to improve hourly productivity

Must-Have Skills and Experience

• 6 to 10 years in operations/service delivery, ideally within BPO, shared services or a high-volume delivery environment
• Direct people-management experience — has managed individual contributors directly, not just coordinated through other supervisors
• Working knowledge of SLA/TAT fundamentals and day-to-day floor management
• Comfortable using dashboards and data to drive pod-level decisions
• Strong coaching orientation, particularly for entry- and mid-level team members
• Structured and calm under pressure — comfortable resolving floor-level issues in real time

Good-to-Have Skills

• Lean/Six Sigma or equivalent process-improvement exposure
• Prior experience in construction, AEC or estimating operations (helpful, not required — the paired SME covers this)
• Familiarity with attendance/scheduling platforms similar to Timeschamp and Prohance