Solutions Operations Manager

The Solutions Operations Manager will play a critical role as the escalation point and strategic advisor for all Operations teams, focusing on improving operational efficiency, driving AI adoption, ensuring regulatory compliance, and optimizing workflows. This position acts as a vital link between Technology, Business, and Operations, working cross-functionally to develop, automate, and refine processes while mentoring team members. The role requires managing overnight operations, maintaining smooth execution of customer requests, and fostering collaboration across departments to ensure transparency and alignment.

Key Responsibilities

- Oversee request tracking and execution by monitoring customer requests such as onboarding, change requests, enhancements, and issue resolution. Ensure tasks are properly categorized, prioritized, and assigned to relevant teams. Proactively follow up on pending tasks and escalate delays to meet defined SLAs.

- Manage SLA compliance by ensuring all customer workflows adhere to commitments. Identify weak points in process adherence and highlight areas for improvement or new workflow implementation. Train and mentor operations teams to enhance process management and automation capabilities.

- Coordinate closely with Development and Operations teams to maintain clear segregation and prioritization of customer requests. Facilitate communication to resolve delays and operational bottlenecks, enforce governance, and provide regular updates to senior management on project status and challenges.

- Identify and eliminate roadblocks in request execution by promoting cross-functional collaboration. Act as the primary escalation point for operations issues and oversee the management of production and UAT environments. Ensure smooth running of overnight operations and serve as a liaison within and between departments.

- Foster a culture of innovation and continuous improvement by collaborating with various teams to enhance operational processes and adopt new technologies.

Required Qualifications

- Minimum of 8 years of relevant experience in operations, process management, or a related field.

- Bachelor’s degree in Computer Science, Business Administration, Finance, Operations, Management, or an equivalent discipline.

- Strong expertise in request tracking, workflow management, SLA enforcement, and process governance.

- Proven ability to identify process gaps, recommend improvements, and resolve issues efficiently.

- Excellent communication and interpersonal skills for effective stakeholder coordination and team mentoring.

- Experience managing cross-team collaboration and handling multiple projects with structured prioritization.

- Availability to work the night shift from 3 AM to 12 PM.

Preferred Qualifications and Benefits

- Exposure to AI adoption and automation initiatives within operations.

- Opportunity to develop leadership skills by managing overnight operations and critical escalations.

- Direct interaction with senior leadership and ownership of key operational decisions.

- Competitive market salary with lucrative benefits.

- Work location is in-person at PECHS, Block 6, Karachi.

Candidates will be asked about their years of process management experience, prior management of development and operations teams, night shift availability, and earliest joining date. This role offers a unique chance to strengthen expertise in process governance, automation, and cross-functional leadership while driving operational excellence in a dynamic environment.