Role Overview

We are looking for an experienced people leader with 8+ years of experience managing large, high-intensity teams. This role will be responsible for driving workforce discipline, communication, reporting, performance management, and day-to-day operational execution across a primarily early-career workforce.

The person will act as a strong on-ground leader, working closely with Group Leads and team members to ensure expectations are clear, workplace decorum is maintained, performance issues are addressed quickly, and operational changes are implemented smoothly.

This is a highly hands-on role requiring strong presence, energy, empathy, and firmness. The role involves at least eight hours of active on-ground management each day and is best suited to someone comfortable supervising a young workforce that requires regular direction, structure, and follow-through.

Key Responsibilities

Workforce Management and Discipline

•Maintain discipline, attendance, professional conduct, and workplace decorum across the office.

•Establish clear expectations around working hours, productivity, communication, and behavior.

•Address performance or conduct concerns firmly, fairly, and consistently.

•Ensure policies are understood and implemented at every level of the workforce.

Group Lead Management

•Manage and coach Group Leads responsible for different teams or pods.

•Set clear expectations, responsibilities, performance targets, and reporting requirements for each lead.

•Conduct regular reviews of team health, productivity, quality, attendance, and behavioral concerns.

• Hold leads accountable for resolving issues within their teams and escalating risks

early.

Reporting and Communication

• Build structured daily, weekly, and monthly reporting processes.

• Ensure leadership receives timely and accurate updates on workforce performance,

risks, staffing, attendance, and delivery.

• Create smooth communication flows between senior management, Group Leads,

and frontline teams.

• Ensure changes in priorities, policies, or workflows are communicated and adopted

quickly.

Process and SOP Development

• Create SOPs, escalation frameworks, reporting templates, and operational

workflows.

• Convert management decisions into clear, practical processes for downstream

teams.

• Build feedback loops to confirm that processes are being followed and are delivering

the intended results.

• Continuously identify operational gaps and improve existing systems.

Performance and Execution

• Maintain a strong daily operating rhythm across the workforce.

• Track individual and team-level performance and intervene quickly where standards

are not being met.

• Support Group Leads in handling underperformance, team conflicts, absenteeism,

and execution issues.

• Ensure teams remain agile and responsive when priorities, staffing requirements, or

client needs change.

Employee Support and Engagement

• Create an environment that is structured and disciplined while remaining respectful

and empathetic.

• Create an environment that is structured and disciplined while remaining respectful

and empathetic.

• Listen to employee concerns and ensure genuine issues are addressed appropriately.

• Help young and early-career team members understand professional expectations

and workplace behaviour.

• Maintain high team energy, visibility, and engagement throughout the day.

Candidate Profile

• 8+ years of experience in workforce operations, people management, service

delivery, BPO operations, large-scale team management, or a similar field.

• Demonstrated experience managing large teams through multiple levels of managers

or team leads.

• Strong track record of improving workforce discipline, reporting, performance, and

operational execution.

• Excellent spoken and written English communication skills.

• Strong ability to handle difficult conversations and performance concerns with

firmness and empathy.

• Experience creating and implementing SOPs, workflows, reporting structures, and

escalation processes.

• Comfortable working in a high-energy, fast-changing, and highly supervised operating

environment.

• Strong on-ground leadership presence and willingness to remain actively involved in

daily operations.

• Ability to balance employee needs with business performance and delivery

expectations.

• High ownership, urgency, resilience, and attention to detail.

Preferred Background

Experience in one or more of the following environments would be preferred:

• AI Industry

• Workforce management

• Education or student workforce operations

• Contact centres

• High-volume staffing businesses

• Managed services or project delivery organisations

Sr. Manager - Generalist Data Operations