Ops Manager - Deal Ops

Operations Manager Role The Operations Manager will be responsible for end-to-end delivery governance for Google’s Deal Operations processes across multiple teams/workflows. This role demands strategic and operational excellence to drive SLA compliance, workforce planning, process transitions, and client satisfaction while ensuring consistent quality, compliance, and scalability. Key Responsibilities Lead delivery of multiple workflows (e.g., OMPF, Deal Management, Renewals, Contracting). Ensure SLA compliance across productivity, timeliness, and customer experience metrics. Drive daily/weekly governance forums with internal stakeholders and client partners. Manage capacity planning, hiring, and resource allocation in partnership with Workforce and HR. Identify and implement process improvements to drive efficiency and scalability. Lead transition of new processes/workflows and ensure smooth stabilization. Act as escalation point for client concerns and provide timely resolution. Collaborate with Quality, Training, and Analytics teams to drive continuous improvement. Mentor and develop Team Leads, building a strong leadership pipeline. Key Deliverables 100% SLA compliance for case closure, TAT, throughput, audits, accuracy & timelines Improved Operational efficiency, Utilization, CPH (cases per hour) Seamless transition and ramp-up of new workflows. Performance management using continuous improvement framework Positive client satisfaction scores and minimal escalations Succession pipeline readiness with skilled Team Leads Skills, Qualifications & Experience Graduate with 8–12 years of experience in BPO/KPO operations, including 4–5 years in team/people management. Work Schedule 24x7 rotation shifts Proven ability to manage 100–200 FTE operations. Strong domain knowledge of Order Management, Deal Management, or Contract workflows. Expertise in SLA governance, workforce planning, and escalation handling. Excellent client management, leadership, and problem-solving skills. Strong attention to detail and analytical ability. Familiarity with SAP, CRM, or workflow tools preferred. Excellent written and spoken English skills