Operations Manager

Job Description – Manager, Back Office PMO Business)

Role Overview

The role will lead a team of Project Managers who are responsible for implementation and change management projects for Voice/Network for Business operations. This role will be responsible for driving structured project execution, ensuring seamless transitions, and maintaining stakeholder alignment across global teams, ensuring Project KPIs are met, will need to report the Weekly Summary of the projects handled by the Project Managers to internal and external stakeholders.

Key Responsibilities

Project & Program Management

• Lead the team of Project Managers who will be responsible for end-to-end implementation and change initiatives for Business back-office operations for Voice and Network projects
• Develop and manage project plans, timelines, milestones, and deliverables that are assigned by the clients
• Ensure structured execution through daily, weekly governance frameworks and methodologies
• Track progress, identify risks, and drive proactive mitigation strategies

Change Management & Implementation

• Manage business transitions, process improvements, and system rollouts along with expansion/addition of new Project Managers
• Ensure minimal disruption to ongoing operations during change deployments
• Drive stakeholder readiness, adoption, and process stabilization post-implementation
• Report out risks and responsibilities during the change rollout/update

Stakeholder Management

• Serve as the primary interface between TP internal teams and Business stakeholders
• Facilitate alignment across operations, IT, quality, and client teams
• Provide regular updates, executive reporting, and escalation management

Communication & Collaboration

• Operate effectively using MS Teams, email, and chat tools for real-time coordination
• Lead project cadence calls, governance reviews, and status meetings
• Maintain clear, concise, and executive-level communication across all stakeholders

Governance & Reporting

• Responsible for employee relationship/shrinkage, attrition and EWS
• Establish and maintain project governance standards, trackers, and reporting dashboards
• Deliver status reports, risk logs, and performance insights to leadership
• Ensure compliance with client SLAs, timelines, and quality benchmarks

Continuous Improvement

• Identify opportunities for process optimization and efficiency gains
• Drive best practices in project management, documentation, and execution discipline
• Support operational excellence initiatives aligned to TP and priorities

Required Qualifications

• Bachelor's degree in business, Operations, or related field (MBA preferred)
• 6–10 years of experience in Operations/ Enterprise Voice/Network Project Management / Implementation roles
• Proven experience managing client-facing roles, WBRs, MBR and QBR readiness and readouts
• Strong understanding of back-office/ operations in a BPO/TP environment
• Proficiency in MS Teams, project tracking tools, and reporting dashboards
• Certification (preferred, not mandate): PMP / PRINCE2 / Agile / Lean Six Sigma

Key Skills & Competencies

• Strong program management and execution discipline
• Excellent stakeholder management and communication skills (executive-level)
• Ability to operate in a fast-paced, matrixed environment
• High ownership, accountability, and problem-solving mindset
• Strong analytical and risk management capabilities

Success Metrics

• On-time and in-full delivery of implementation projects
• Successful adoption and stabilization of change initiatives
• Stakeholder satisfaction
• Reduction in operational risks and transition defects
• Adherence to governance, reporting, and quality standards

Work Environment

• Work from Office, leadership role with collaboration across global teams
• Daily interaction via MS Teams, email, and chat platforms
• High visibility role supporting client-critical transformation initiatives