Operations Manager - MSC

This role involves overseeing and managing daily operational activities to ensure efficient and timely service delivery. The successful candidate will be responsible for planning, coordinating, and monitoring workflows, resource allocation, and client service management. They will work closely with various teams including sales, technical, and support functions to maintain high standards of quality, compliance, and risk management. Additionally, the role includes budget oversight, team leadership, performance management, and continuous improvement initiatives to enhance overall operational effectiveness.

Key Responsibilities

Operations Management: Plan, coordinate, and monitor daily operational activities to ensure efficient service delivery. Develop and implement operational procedures, workflows, and performance standards. Ensure timely execution of inspections, testing, certifications, and other assigned services. Monitor operational performance and take corrective actions to resolve delays, bottlenecks, and inefficiencies. Facilitate effective coordination between operations, sales, technical teams, and support functions.

Resource Planning and Utilization: Allocate manpower, equipment, and other resources based on operational needs. Develop work schedules and coordinate assignments for inspectors, auditors, engineers, and technical personnel. Monitor resource utilization and identify opportunities to improve productivity and efficiency. Collaborate with HR to coordinate recruitment and training to meet operational staffing requirements.

Client and Service Delivery Management: Ensure timely completion of client assignments while maintaining agreed service delivery timelines. Liaise with clients regarding operational schedules, service requirements, and progress updates. Address operational complaints, service issues, and escalations in collaboration with relevant departments. Maintain professional client relationships to support customer retention through reliable service delivery.

Quality, Compliance, and Risk Management: Ensure adherence to company policies, legal and regulatory requirements, and accreditation standards. Implement and monitor operational controls, documented procedures, and quality management practices. Work with Quality and Compliance teams to resolve non-conformities and implement corrective and preventive actions. Identify operational risks and recommend mitigation strategies. Uphold impartiality, confidentiality, and integrity in all Testing, Inspection, and Certification (TIC) activities.

Budget and Cost Control: Prepare operational budgets, forecasts, and resource plans in coordination with management. Monitor operational expenses and identify cost optimization opportunities. Track service delivery costs, productivity, and resource utilization against approved targets. Support management efforts to improve operational profitability and financial performance.

Team Leadership and Performance Management: Lead, supervise, and evaluate operational staff performance. Set clear performance objectives, KPIs, and accountability mechanisms. Conduct regular operational review meetings and follow up on pending tasks. Identify training and development needs, fostering a culture of continuous improvement. Ensure compliance with attendance, safety, discipline, and company policies.

Reporting and Continuous Improvement: Prepare periodic operational reports covering workload, productivity, service delivery, costs, complaints, and performance indicators. Maintain accurate operational records, service reports, and management information. Analyze operational data to identify trends, recurring issues, and opportunities for improvement. Recommend process enhancements, automation, and digital solutions to boost operational effectiveness. Perform other duties as assigned within the scope of the role.

Required Qualifications

- Proven experience in operations management, preferably within service delivery or Testing, Inspection, and Certification (TIC) sectors.
- Strong leadership skills with the ability to manage and motivate teams.
- Excellent organizational and planning abilities.
- Sound knowledge of quality management systems, compliance requirements, and risk management.
- Proficiency in budget preparation, cost control, and financial performance monitoring.
- Effective communication and client relationship management skills.
- Ability to analyze data and implement continuous improvement initiatives.

Preferred Qualifications and Benefits

- Experience coordinating cross-functional teams including sales, technical, and support departments.
- Familiarity with digital tools and automation in operational processes.
- Opportunity to work in a dynamic, in-person environment.
- Competitive salary package up to Rs 200,000 per month.

This position offers a challenging and rewarding opportunity for a professional committed to operational excellence and continuous improvement within a collaborative team setting.