Project Manager - Operations

Act as an analytical and programme partner to account leadership on key accounts, starting with our largest.

Prepare QBR and MBR content: performance narratives, root cause analysis, improvement commitments and growth proposals.

Maintain a single view of contractual obligations, SLAs, service credits and commitments made across accounts, so nothing quietly slips.

Support responses to client questionnaires, audits, RFPs and compliance requests covering business continuity, security, delivery governance and workforce policy.

Identify expansion opportunities inside existing accounts, size them, and build the internal case to pursue them.

Own the operating rhythm: weekly and monthly performance reviews, pre-reads, agendas, actions and follow through.

Define and protect the metric set that matters (CSAT, resolution rate, AHT, backlog ageing, utilisation, quality scores, cost per contact) and keep definitions consistent across teams.

Run structured problem solving on underperforming queues or accounts: hypothesis, data, root cause, intervention, measurement.

Drive standardisation of SOPs and process documentation across operations teams.

Build early warning mechanisms so misses surface in week one rather than at month end. Data and analytics

Turn operational data into decisions: dashboards, cohort analysis, capacity models and unit economics.

Work across the stack: client side reporting systems, internal Power Platform and Dataverse applications, and spreadsheets where speed matters more than elegance.

Improve data hygiene and pipeline reliability so leadership works from one version of the truth.

Build the analysis behind pricing, staffing, hiring and investment decisions, and present it in a form the CEO can act on in five minutes.

Project and programme management

Run cross functional initiatives end to end: scope, plan, stakeholder map, risks, milestones, closure.

Manage new client and new service line launches, from readiness checklist through to steady state handover.

Keep parallel workstreams visible and honest, including the status updates nobody wants to give. Candidate profile Essential

MBA from a premier institute (IIM A, B, C, L, K, I, ISB, XLRI, FMS, SPJIMR, MDI or equivalent). Any specialisation.

Minimum 5 years of full time work experience before the MBA.

Operations experience of any kind: BPO or ITES, technical support, supply chain, manufacturing, logistics, banking operations, healthcare operations, e-commerce fulfilment or field operations. What matters is that you have run something operational, carried a metric, and dealt with the gap between the plan and what actually happened.

Genuine comfort with data: advanced Excel, SQL or equivalent, and the instinct to verify a number before repeating it.

Demonstrated project ownership with real stakeholders and real deadlines.

Written and verbal communication that holds up in front of a client executive.

Preferred

Exposure to Power BI, Power Platform, Dataverse or comparable tools.

Experience in a services business operating under client SLAs.

Familiarity with distributed, remote or contingent workforce models.

Python or R for analysis.

Lean, Six Sigma, PMP or Prince2 certification.

You are impatient about your career but patient about doing the underlying work.

You are comfortable being the least experienced person in the room and still asking the obvious question.

You would rather own a messy problem than administer a clean one.

You can start without a fully defined brief.

You want a purely strategic remit with no operational detail.

You want a fixed scope and a predictable calendar in your first year.