Operations Manager

Swiftlynk Pvt. Ltd. is seeking an experienced, responsible, and hands-on Operations Manager to oversee daily operations, manage service delivery across client accounts, and lead the delivery team. The role involves ensuring timely and accurate service delivery, maintaining quality standards, improving internal processes, and supporting the company's growth.

The ideal candidate should have strong leadership, organizational, problem-solving, and client management skills, with the ability to manage multiple accounts and teams effectively.

Key Responsibilities

1. Operations and Service Delivery

• Oversee daily service delivery across all client accounts, ensuring agreed timelines, working hours, and quality standards are maintained.
• Monitor daily workloads, task allocation, attendance, and delivery deadlines.
• Identify operational risks, workload imbalances, and additional client requirements.
• Ensure appropriate staff backup arrangements for uninterrupted service delivery.

2. Team and Staff Management

• Manage staff attendance, punctuality, leave requests, and timesheets.
• Conduct regular one-on-one meetings and monitor employee performance.
• Prepare monthly KPI reports and conduct quarterly performance reviews.
• Address performance issues through coaching and improvement plans.
• Coordinate annual leave and public holiday schedules.

3. Client Relationship and Account Management

• Coordinate client onboarding, including scope confirmation, system access, team allocation, and communication channels.
• Conduct initial client reviews and ensure smooth service transitions.
• Handle client complaints, operational concerns, and service-related escalations.
• Manage client offboarding, including handovers, access removal, and feedback collection.

4. Quality Assurance and Process Improvement

• Establish and monitor quality standards across different service areas.
• Review work quality, identify errors, and implement corrective measures.
• Develop, maintain, and regularly update Standard Operating Procedures (SOPs).
• Ensure accurate and timely preparation of daily and monthly client reports.

5. Reporting and Performance Monitoring

• Prepare weekly operational reports for management.
• Monitor staff utilization, account performance, attendance, and service quality.
• Track client working hours against contracted hours and identify operational inefficiencies.
• Monitor account profitability and recommend improvements where necessary.

6. Information Security and Compliance

• Ensure proper handling and confidentiality of client information.
• Maintain secure management of client login credentials and system access.
• Ensure compliance with internal data protection and security policies.
• Report suspected data breaches or security concerns to management immediately.