Assistant Manager

REQUIRED SKILLS
People management
Team leadership
Performance management
Operational metrics analysis (SLA/TAT)
Microsoft Excel
Google Sheets
Stakeholder management
Process improvement
Root-cause analysis
SOP development
PREFERRED SKILLS
Graphics/Creative production software (Adobe Photo
Workflow tools
Ticketing tools
Workforce-management tools
Project-management tools
About the Role
We are seeking a strong people leader and results-driven Assistant Manager to oversee day-to-day operations within a back-office support environment. The role covers multiple service functions, including Graphics, Order Management, Customer Service (CSR), Accounting, and other business support processes.
The primary focus of this position is people leadership, team management, operational ownership, performance improvement, SLA/TAT adherence, client communication, and building a high-performing and accountable team culture.
Requirements
Minimum 3+ years of relevant professional experience in BPO, KPO, shared services, back-office operations, or a similar people-driven service environment.
Proven experience in team leadership, people management, performance management, coaching, and day-to-day operational management.
Previous experience as a Team Lead, Assistant Manager, Operations Supervisor, or equivalent leadership role.
Experience managing medium to large teams and working through Team Leads or Supervisors.
Hands-on experience managing SLA/TAT, productivity, quality, utilization, attendance, backlog, capacity, and team KPIs.
Experience handling client communication, escalations, feedback, and internal stakeholder coordination.
Experience preparing, reviewing, and interpreting operational reports or MIS to support performance decisions.
Demonstrated ability to improve processes, implement SOPs and workflows, resolve recurring issues, and lead change initiatives.
Responsibilities
Operations and Production Management: Manage daily back-office operations, plan and allocate work, monitor production metrics (TAT, SLA, productivity, etc.), and identify resource requirements.
Team Management and Leadership: Lead, mentor, motivate, and develop associates/team leads, conduct performance reviews, manage attendance, and identify skill gaps.
Quality Management: Ensure service quality per client SOPs, perform root-cause analysis on errors, and implement corrective actions.
Reporting and MIS: Prepare/review operational reports and maintain dashboards using Excel/Google Sheets.
Process Improvement: Identify process gaps, standardize workflows, and utilize automation/AI tools where applicable.
Training and Employee Development: Collaborate with trainers to support onboarding and identify coaching needs.
Client and Stakeholder Management: Handle escalations, communicate performance updates, and resolve dependencies.

Work arrangement
No