Assistant Operations Manager

Role Overview

The Assistant Manager Operations is responsible for managing centralized client operations and ensuring timely execution of verification assignments while maintaining service quality, productivity, and client satisfaction.

The role involves coordinating with internal teams and locations, monitoring daily operational performance, handling client communication, ensuring timely billing and collections support, resolving escalations, conducting performance reviews, and driving continuous process improvements. The incumbent acts as the primary operational contact for assigned clients under the guidance of the Operations Manager and ensures smooth day-to-day service delivery.

HANDS ON WORKING IN VLOOK UP AND PIVOT TABLE.

Key Responsibilities

1. Client Management

• Manage assigned centralized clients under the supervision of the Operations Manager.
• Build and maintain strong professional relationships with clients.
• Ensure client requirements and SLAs are consistently met.
• Conduct regular client meetings (weekly/monthly/quarterly) to review performance.
• Participate in client visits whenever required.
• Prepare and present operational reviews, dashboards, and presentations.
• Ensure client concerns are addressed proactively.

2. Operations Management

• Ensure timely allocation of verification cases to field teams/locations.
• Monitor daily productivity across all assigned locations / team.
• Track pendency and ensure cases are completed within agreed timelines.
• Identify operational bottlenecks and implement corrective actions.
• Ensure adherence to turnaround time (TAT), quality standards, and productivity targets.
• Coordinate with branches to ensure smooth execution of centralized operations.

3. MIS & Reporting

• Make sure the team prepares and shares Daily, Weekly, Fortnightly, and Monthly MIS reports to the clients.
• Make sure client-specific dashboards and PowerPoint presentations are sent on monthly basis.
• Analyze operational data and identify trends, risks, and improvement opportunities.
• Present operational performance during review meetings.

4. Billing & Payment Follow-up

• Ensure team makes timely submission of billing data for assigned clients.
• Follow up with clients for outstanding payments.
• Assist in resolving billing-related queries and discrepancies.
• Support efforts to reduce payment delays and improve collections.

5. Escalation Management

• Handle operational and client escalations promptly.
• Resolve issues before they are escalated to senior management or directors.
• Conduct root cause analysis for recurring issues.
• Implement preventive measures to minimize future escalations.
• Maintain effective communication with clients during issue resolution.

6. Team Management

• Guide and supervise operational executives and coordinators.
• Monitor individual and team productivity.
• Motivate teams to improve efficiency, speed, and quality of work.
• Ensure discipline and adherence to company processes.
• Conduct regular team meetings and performance discussions.
• Promote a positive and collaborative work environment.

7. Training & Development

• Conduct operational training for locations teams whenever required.
• Provide refresher training on client processes, quality standards, and SOPs.
• Identify training needs based on performance gaps.
• Ensure process changes are communicated effectively across all locations.

8. Performance Management

• Conduct Quarterly KRA reviews for reporting team members.
• Monitor achievement of departmental KPIs.
• Provide regular coaching and performance feedback.
• Recommend performance improvement plans wherever required.
• Recognize and encourage high-performing employees.

9. Quality & Compliance

• Ensure adherence to client SOPs and internal operational guidelines.
• Monitor quality parameters and drive continuous improvement.
• Support internal and external audits.
• Ensure confidentiality and data security standards are maintained.

10. Process Improvement

• Identify opportunities for automation and operational efficiency.
• Recommend process improvements to reduce turnaround time and operational costs.
• Drive initiatives to improve productivity, accuracy, and customer satisfaction.