Hr Service Delivery at K12 Techno Services in Bengaluru

JOB DESCRIPTION
Operations Manager Service Delivery & Administration
Position: Operations Manager Service Delivery & Administration
Experience: 57 Years
Location: Bangalore
Industry: Operations / Service Delivery / Enterprise Services
Role Summary
We are looking for an experienced Operations Manager to manage day-to-day operations, service delivery,
client relationships, workforce management, team performance, HR administration, and operational processes.
The ideal candidate should have strong experience in team management, client handling, SLA/KPI
management, MIS reporting, escalations, and process improvement.
Key Responsibilities
Manage day-to-day operations and ensure smooth service delivery.

Lead and manage teams to achieve productivity, performance, and business targets.

Manage client relationships and handle customer escalations effectively.
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Monitor SLA, KPI, productivity, and service quality.
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Manage workforce planning, employee onboarding, attendance, leave, and performance tracking.
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Coordinate recruitment activities, joining formalities, documentation, and induction.
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Coordinate with HR, Finance, IT, vendors, and other stakeholders for operational requirements.
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Prepare MIS reports, KPI dashboards, management reports, and presentations.
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Identify process gaps and implement process improvements.
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Use Power BI and Advanced Excel for reporting and operational analysis.
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Handle incident management, Root Cause Analysis (RCA), and corrective actions.
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Support client onboarding, implementation, go-live, and post-production activities.
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Ensure compliance with company policies, SOPs, and operational processes.
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Required Skills
Strong leadership and team management skills
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Client and stakeholder management
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SLA & KPI management
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Workforce planning and operations management
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Escalation and conflict management
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MIS reporting and data analysis
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Advanced Excel and Power BI
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Vendor management
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Process improvement and RCA
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Excellent communication and interpersonal skills
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Preferred Candidate Profile
57 years of experience in operations, service delivery, customer success, HR administration, or a related
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field.
Experience in managing teams and day-to-day business operations.
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Strong analytical, problem-solving, and decision-making abilities.
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Ability to work with multiple stakeholders and manage operational priorities.
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Strong communication and relationship-management skills.
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Key Performance Indicators
SLA & KPI achievement
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Team productivity and performance
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Client satisfaction and retention
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Timely MIS and reporting
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Resolution of escalations
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Process efficiency and improvement
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Qualification
Bachelor's degree in any relevant discipline. MBA in HR, Business Administration, Business Analytics, or a
related field will be an added advantage.