Manager - Operations - Outsourcing Services

Operations ManagerAbout the Organization:

We help US-based small and mid-sized businesses operate leaner, faster, and smarter without increasing headcount. As a Remote Capability Centre (RCC), we provide scalable back-office support that enables growing businesses to focus on their strategic priorities. Our clients are entrepreneur-led organizationstypically with 50 to 200 employeesthat have outgrown fragmented operational processes but are not yet ready to build large in-house teams. Our expertise spans:

• Accounting & Finance: Full-cycle accounting, financial reporting, payroll processing, and tax filing

• IT & Cybersecurity: Help desk support, infrastructure management, digital transformation, and custom software development

• Digital Marketing: Content marketing and social media management built for the AI-driven digital landscape

• HR & Compliance: Payroll compliance, recruitment support, and employee lifecycle management

For select strategic clients, we also provide management consulting, project management, inside sales, and proposal support, functioning as an extension of their leadership teams. Every engagement is backed by strong governance, measurable KPIs, and direct access to senior leadership.

Role Overview:

We are seeking an experienced Operations Manager to lead the delivery of high-quality outsourcing services across multiple business functions. This role is responsible for driving operational excellence by managing cross-functional teams, optimizing resource utilization, monitoring performance, and ensuring seamless collaboration between internal stakeholders and client-facing teams. The ideal candidate will have strong leadership skills, experience managing operations in an outsourcing or shared services environment, and a proven ability to improve efficiency while maintaining exceptional service quality.

Key Responsibilities:

• Allocate and manage workloads across cross-functional teams, including Finance, Technology, HR & Payroll, and Digital Marketing, ensuring optimal resource utilization and timely delivery.

• Oversee day-to-day operations through regular team stand-ups, issue resolution, and proactive management of project timelines.

• Define, monitor, and improve operational KPIs, ensuring accountability, productivity, and continuous performance improvement.

• Collaborate with Quality Assurance teams to identify service gaps, implement corrective actions, and maintain high-quality delivery standards.

• Partner with Account Managers to align operational execution with client expectations, provide delivery updates, and proactively manage risks and escalations.

• Drive process improvements and operational efficiencies across multiple service lines.

• Ensure adherence to organizational policies, SOPs, and operational best practices.

• Foster a culture of collaboration, accountability, and continuous improvement across distributed teams.

Required Skills & Experience:

• 8-12 years of experience in Operations Management, preferably within outsourcing, shared services, or professional services organizations.

• Strong experience managing cross-functional teams and multi-service delivery environments.

• Proven expertise in KPI management, utilization tracking, workforce planning, and operational governance.

• Excellent stakeholder management skills with the ability to collaborate across Operations, Quality Assurance, Account Management, and client-facing teams.

• Demonstrated experience integrating AI tools or automation into operational workflows to improve efficiency and productivity.

• Strong analytical, decision-making, problem-solving, and organizational skills.

• Excellent communication and leadership abilities with experience managing remote teams.

Preferred Skills:

• Experience with workflow management and project collaboration tools such as Zoho Projects, Microsoft Project, or similar platforms.

• Familiarity with quality management frameworks, SOP-driven operations, and process improvement methodologies such as Lean or Six Sigma.

• Experience managing geographically distributed or remote teams across multiple service lines.

• Strong people management skills, including coaching, mentoring, performance management, and team development.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, Finance, Engineering, or a related field.

• MBA or equivalent postgraduate qualification is preferred.

Why Join Us:

• Work remotely with a fast-growing global organization.

• Lead cross-functional operations supporting US-based clients.

• Drive operational excellence across multiple business functions.

• Collaborate with experienced global teams in a high-impact leadership role.

• Competitive compensation and excellent career growth opportunities