Operations Manager

Job Title: Manager Operations – Content Moderation

Location: Pune

About the Role: As Manager, lead and oversee operations with a focus on client satisfaction, team efficiency, and strategic initiatives. Drive continuous improvement, collaborate with cross-functional teams, and contribute to organizational growth. Your role is pivotal in achieving excellence and advancing the team towards success.

Key responsibilities:

Client and Operations Coordination: Analyze projects and processes, collaborating with clients and Operations to provide meaningful insights

Performance Monitoring and Coaching:

• Monitor client-driven SLAs and KPIs, driving teams to meet and exceed quality and productivity thresholds
• Coach and mentor assistant managers to maintain high team performance while controlling attrition

Communication and Policy Development:

• Maintain open communication channels with different departments, teams, and management
• Assist the operations manager in developing company and process policies, identifying risks and managing clients and shifts

Team Management and Motivation:

• Be accountable for the overall performance of reporting teams, ensuring client deliverables without frequent reminders
• Provide a vision of process objectives, motivate, and inspire team members to exceed customer expectations

Problem Solving and Analysis:

• Facilitate problem-solving and collaboration within the teams
• Conduct regular analysis of overall team performance, identifying root causes and taking corrective actions

Strategic Focus and Alignment:

• Focus on accelerating team performance, demonstrating an understanding of business/organization objectives
• Show willingness to add value to the company's Culture, Mission, and Vision

Continuous Improvement and Risk Management: Identifying critical process risks, promptly communicating findings to stakeholders, and implementing comprehensive solutions across the board have consistently resulted in positive outcomes.

Key Requirements:

• A Bachelor's degree is required
• Must have experience managing 2+ Asst Managers and 100+ indirect reportees with minimum supervision.
• Must be adaptable to different shifts and workdays as per process requirements
• Excellent written and verbal communication skills are necessary to manage daily interactions effectively.
• Along with good process knowledge, analytical abilities, and presentation skills
• Maintains a positive, can-do attitude with a willingness to contribute to a vibrant and diverse culture
• Demonstrate a zeal to learn new skill sets and capabilities, along with the ability to manage difficult situations with ease. Solutions-oriented and accountable mindset
• Participation in taking on additional responsibilities from managers/clients will be an added advantage
• A reliable work-from-home setup with a stable internet connection is essential for seamless business continuity.

Perks & Benefits:

• Hybrid model, Friday's work from office and Last week of the month
• Insurance coverage for self, spouse, and children
• Work-life balance, featuring vacation time-offs, parenting leaves, and yearly holiday benefits
• Allowances for internet, and more
• Annual performance linked bonus
• Yearly digital detox leaves provide an opportunity to focus on self-mental wellness amidst today's overwhelming digital frenzy
• Targeted learning and development sessions to upskill yourself and achieve your set goals as a Manager such as
• Crisis Management and Business Continuity
• Quality Management
• Digital Leadership
• Project and Program Management
• Team Dynamics and Collaboration
• Negotiation and Conflict Resolution
• Change Leadership
• Strategic Thinking and Planning
• Performance and Talent Management
• Financial Strategy
• Decision-Making and Problem-Solving
• Advanced Leadership Skills

About Atidiv: At Atidiv, we help businesses scale smarter with our tech-enabled, data-driven outsourcing solutions such as customer experience, bookkeeping, ad operations and data engineering. We swiftly onboard and seamlessly integrate expert teams as an extension of your team, providing tailored solutions that solve problems, enhance productivity, and reduce operational costs. We have a strong track record of delivering substantial value, saving clients over $50 million in operational costs. Our extensive experience spans 15+ years with our talented team of 700+ employees. We are proficient in 10+ languages and cater to 20+ industries, ensuring we meet the diver needs of our clients.