Job Title

Designation: Senior Operations Manager Timing:US Shift Location:Kochi, Kerala Mode of Work:Office OnlyRole Overview The Senior Operations Manager will lead large-scale content research and data enrichment operations, ensuring SLA-driven, high-quality delivery aligned with U.S. program standards. The role will oversee multiple teams, drive performance excellence, own delivery and stakeholder KPIs, and champion continuous process optimization and operational transformation initiatives.Key Responsibilities Lead 25–35 Analysts/Senior Analysts through Team Leads/Assistant Managers, ensuring strong operational oversight and team performance. Own end-to-end delivery with accountability for SLA adherence, turnaround time, productivity, and quality compliance. Drive workforce planning, capacity forecasting, and cost efficiency to ensure optimal resource utilization. Act as the primary escalation point for operational, quality, and stakeholder-related issues. Partner with QA, Training, Governance, and U.S. stakeholders to ensure alignment and performance consistency. Lead governance meetings supported by data-driven dashboards, insights, and structured action plans. Drive delivery and quality excellence by ensuring consistent SLA adherence, sustained productivity improvement, high first-pass accuracy, minimal error rates, and continuous reduction in rework. Champion process optimization and operational efficiency through continuous improvement initiatives, automation implementation, cost optimization, cycle-time reduction, and strong SOP/audit compliance. Build people and stakeholder performance by maintaining controlled attrition, high engagement and training effectiveness, developing internal leadership pipelines, and ensuring strong stakeholder satisfaction with timely governance reporting. Standardize processes, strengthen internal controls, and ensure ongoing audit readiness.Required Qualifications 10–14 years of experience in content operations, research, or data environments. 5+ years managing large teams (35+ FTEs). Strong experience in KPI-driven delivery models, quality frameworks, and process improvement methodologies. Exposure to Lean/Six Sigma or automation-led transformation preferred. Experience handling U.S./global stakeholders preferred