Senior Operations Manager

Role Description

The Senior Operations Manager is a full-time, on-site role based in Bengaluru, responsible for overseeing day-to-day operations and ensuring delivery excellence for AI and data support services. This role will manage cross-functional teams, monitor performance metrics, and optimize workflows to meet client SLAs and quality standards. The person will collaborate with leadership to plan capacity, allocate resources, and implement process improvements that support both business growth and social impact goals. Daily responsibilities include supervising team leads, resolving operational issues, coordinating with clients and internal stakeholders, and maintaining robust reporting and documentation. The Senior Operations Manager will also contribute to strategic initiatives, risk management, and change management efforts as IndiVillage scales its services and impact.

Responsibilities

• Determine services to be sold, and set prices and credit terms, based on forecasts of customer demand
• Determine staffing requirements, and interview, hire, and train new employees or oversee those personnel processes
• Direct and coordinate activities of businesses or departments concerned with production, pricing, and sales
• Direct and coordinate the organization's financial and budget activities to fund operations, maximize investments, and increase efficiency
• Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary
• Locate, select, and procure merchandise for resale, representing management in purchase negotiations
• Manage staff, prepare work schedules, and assign specific duties
• Oversee activities directly related to providing services
• Plan and direct activities such as sales promotions and coordinate with other department heads as required
• Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and determine areas needing cost reduction and program improvement

Qualifications and Requirements

• Bachelor's degree or an associate's degree
• Ability to give full attention to what other people are saying, use logic and reason to identify the strengths and weaknesses of alternative solutions, and monitor or assess the performance of other individuals
• Overall 12+ years of experience
• Minimum 8+ years of experience in a management role
• Should have handled a team size of at least 50+
• Should have experience working with diversified groups and locations
• Should be flexible to travel and stay at the centers when required

Good to Have

• MBA from any B-school
• PMI or Prince2 certification

Competencies (in order of importance)

• Dependability - Job requires being reliable, responsible, dependable, and fulfilling obligations
• Attention to Detail - Job requires being careful about detail and thorough in completing work tasks
• Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction
• Self Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations
• Initiative - Job requires a willingness to take on responsibilities and challenges

Lines of Communication

• Reports to Head of Operations

Working Conditions

• Full-time
• Health Insurance
• Work from Office
• The team will be operating on Saturday and the role should be available when required