Manager Operations

JOB DESCRIPTION & JOB SPECIFICATION
COMPANY Mas Callnet India Pvt. Ltd.
BRAND NA
DEPARTMENT Operations
SUB-DEPARTMENT NA
POSITION Operations Manager
POSITION CODE NA
REPORTING TO Branch Manager
LOCATION Noida
ROLE TYPE Middle Management I Leading Multiple Team
SPAN OF CONTROL 8 Direct Reportees + 250 Head Count
WEBSITE https://mascallnet.ai/
LINKEDIN https://www.linkedin.com/company/mas-callnet-pvt-ltd/
BAND & GRADE To Be Decided
COMPENSATION 10 LPA to 12 LPA
About Mas Call Net
Mas CallNet India Pvt Ltd is a leading BPO and ITeS provider, known for delivering innovative solutions in customer
service and operational excellence. Were dedicated to optimizing processes and providing exceptional service to our
clients.
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JOB PURPOSE
(Summarize in one statement why your job exists; and how it contributes to the overall vision mission and goals of
the organization)
As an Operations Manager, you will drive operational strategies, lead a high-performing team, and ensure top-notch
customer service. Your role is vital in maintaining operational efficiency, improving processes, and overseeing a large
team of 250+ FTEs. You will collaborate across departments to ensure financial and service goals are met while
fostering a customer-centric environment.
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CRITICAL ACCOUNTABILITIES
List the responsibilities (Key Result Areas and the major activities) that must be achieved in order that the job
purpose is fulfilled. For each KRA, document the performance measure(s) (i.e., outcomes/ KPI) which indicate
successful accomplishment of that KRA.
KEY RESULT AREA
KRAs
DETAILED JOB RESPONSIBILITIES
(Major Activities to Be Performed)
Operations Strategy • Develop and execute operational plans to
enhance service delivery.
Process Improvement • Continuously identify and implement system
improvements to boost efficiency.
Financial Oversight • Manage budgets, analyze financial variances,
and drive cost control measures.
Reporting & Analysis • Track key performance indicators (KPIs) and
deliver insights to enhance operations.
People Management • Monitor the performance (productivity and
and Interdepartmental efficiency) of over 250 FTEs,
Collaboration • Lead and Mentor …….. direct reportees (TL, AM
etc.)
• Collaborate with HR, finance and other teams to
get things done.
• Exhibit empathy, growth mindset and systems
thinking approach in all actions.
Customer Satisfaction • Uphold high service standards to achieve
superior customer experiences.
General • Any other task or responsibility as assigned by
management from time to time. Key Performance Indicators (KPIs)
Major Outcomes of your
contributions
• Please mention here
• Increased employee productivity
and efficiency
• Removal of reduncies
• Smooth and easy process flow.
• Controlled Costs
• Timely information on key KPIs
for managements decision-
making.
• Motivated & Engaged Team
• Reduced Attrition
• Collaborative Teams
• Respectful & Performance driven
culture
• Recognition from clientsJob Specification (Knowledge, Skills & Ability {KSA})
Minimum Qualification required to successfully deliver on the job
1. 10+ years of experience in operations management, with a strong background in BPO/ITeS sectors.
2. Proven ability to lead teams of 250+ FTEs.
3. Six Sigma certification (preferred).
Technical Skills & Abilities required to be successful in the job
4. Strong operational strategy and process improvement skills.
5. Proficiency in budgeting and financial analysis.
6. Must be able to manage work across all shifts, ensuring that operations run smoothly 24/7.
7. The ability to lead teams effectively in different time zones or shifts is essential for success.
Management (Behavioural) Skills & Abilities
required to be successful in the job I Personal Level Management Skills
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1. Developing Self Awareness
2. Managing Stress
3. Solving Problems Effectively
II Interpersonal Level Management Skills
1. Managing Conflicts
2. Motivating Employees
3. Communicating with empathy and supportively
4. Gain power and influence
III Group Management Skills (Leadership)
1. Building Effective Teams
2. Leading Positive Change
3. Empowering & Delegating
Why Join us?
At Mas CallNet, you'll be part of an innovative team transforming customer service and operational
processes with cutting-edge technology. We offer a dynamic, growth-driven environment where your
ideas are valued, and you’ll have the opportunity to lead, learn, and make a real impact.
If this position interests you, then please share your updated resume to (email address) .
Others, please spread the word by sharing this, someone in your professional network may benefit.
Thank you!
To know more about us visit: https://mascallnet.ai/
For career opportunities visit : https://mascallnet.ai/current-openings-mcn/
Name & Sign
JD Created By JD Verified By JD Approved By JD Last Reviewed
Human Resources HoD MD / CEO 18-Sep-24
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