Job Summary:

We are looking for an experienced and result-oriented Manager – PMO & Business Operations with a background in BPO, KPO, or ITES sectors. The ideal candidate will have 6–12 years of experience in operations, project management, and process optimization, with strong client-facing and cross-functional coordination skills. This role will work closely with internal teams and clients to ensure seamless project execution and operational excellence.
Key Responsibilities:Project & Program Management:

Plan, execute, and monitor projects across departments ensuring timely delivery and alignment with business objectives.
Define project charters, create work breakdown structures, and manage project documentation and reporting.
Collaborate with tech, support, and business teams to deliver high-impact solutions.

Operations & Process Management:

Lead day-to-day business operations, optimize workflows, and enforce process adherence.
Identify gaps and implement process improvements to boost efficiency and service quality.
Oversee performance tracking, reporting, and audit readiness.

Client & Stakeholder Engagement:

Act as a single point of contact for client escalations and operational updates.
Participate in governance meetings, client calls, and feedback reviews to strengthen relationships.
Ensure SLA adherence and proactively resolve issues affecting delivery timelines.

Training & Knowledge Management:

Manage onboarding and upskilling for team members through structured training programs.
Create and maintain SOPs, knowledge bases, and process documentation.
Conduct refresher sessions and team huddles for continuous improvement.

Key Skills & Competencies:

Strong knowledge of BPO/KPO/ITES operations and client service delivery
Hands-on experience in managing projects and cross-functional teams
Analytical thinker with problem-solving ability and attention to detail
Proficient in MS Office (especially Excel & PowerPoint), and exposure to project tools (like MS Project, JIRA, Trello, Asana)
Excellent verbal and written communication skills for stakeholder coordination

Preferred Qualifications:

Education: B.Com + MBA (Operations, IT, or General Management preferred)

Job Type: Full-time

Benefits:

Provident Fund

Schedule:

Morning shift
Rotational shift

Work Location: In person

Mindspace Outsourcing Services Pvt. Ltd.

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Manager – PMO & Business Operations