Operations Manager

About the Role:

Operations Manager Tools & Delivery Support

Key Responsibilities:

Tool Management & Governance

• Oversee access, license allocation, renewals, and usage tracking for platforms such as Ceipal, LinkedIn, Monster, Dice, CareerBuilder, and Naukri.
• Conduct regular audits and usage reviews to ensure compliance and maximize ROI on recruitment tools.
• Maintain detailed documentation and SOPs for tool access, usage policies, and support workflows.
  

Operations Oversight

• Manage support ticket queues, resolve tool-related issues, and coordinate with internal stakeholders and external vendors for escalations.
• Track and report operational KPIs including ticket resolution times, license utilization, and user satisfaction.
• Drive process standardization and help develop frameworks for consistent service delivery.
  

Reporting & Analytics

• Create and manage dashboards and reports using Excel, Google Sheets, or Power BI to support decision-making and monitor tool performance.
• Deliver weekly and monthly operational reports to leadership, highlighting key insights and action items.
  

Process Improvement & Support

• Identify inefficiencies, recommend process improvements, and help implement solutions to enhance operational performance.
• Work closely with recruitment and support teams to ensure smooth coordination and timely resolution of issues.
  

Required Skills & Experience:

• 5 - 8 years in operations, delivery support, recruitment operations, shared services, or BPO support functions.
• Proficient in tools like MS Excel, Google Sheets; familiarity with Power BI, CRMs or ATS (e.g., Ceipal) is a strong plus.
• Strong understanding of SLAs, ticket management, audits, and internal compliance processes.
• Excellent communication skills to interact with internal teams and external vendors.
• Demonstrated ability to take initiative, manage multiple priorities, and deliver in a fast-paced environment.
  

Good to Have:

• Prior experience in a staffing firm, recruitment back-office, or tool admin function.
• Exposure to job portals, sourcing workflows, or recruiter enablement.
• Experience coordinating with tool vendors and onboarding new platforms.