Assistant Operations Manager

Job Summary

We are looking for a hands-on and results-oriented Assistant Manager – Operations to lead service delivery, team performance, and client experience at Get Friday. The role requires someone who thrives in a dynamic environment, takes ownership, and is driven to solve problems and continuously improve operations.

The ideal candidate will bring a strong client and commercial mindset, with the ability to identify opportunities to grow existing accounts, along with an AI and automation mindset to improve productivity, efficiency, and service quality.

Key Responsibilities

• Lead day-to-day operations and ensure delivery against defined SLAs, KPIs, quality and productivity standards.
• Identify, troubleshoot and solve operational problems, taking ownership and ensuring consistent follow-through until the issue is fully resolved and closed.
• Lead, coach, and mentor Team Leaders and team members, setting clear goals and driving accountability.
• Monitor team performance, productivity, quality, turnaround time and client satisfaction, and take corrective action where required.
• Make timely, well-informed and decisive decisions when required to protect client experience, team performance and business objectives.
• Build strong client relationships and proactively identify opportunities for upselling, cross-selling and account growth.
• Identify opportunities to leverage AI and automation to improve productivity, efficiency, quality and scalability.
• Drive continuous improvement, process optimization, root-cause analysis and defect reduction.
• Manage workload and resource utilization to ensure effective capacity and manpower planning.
• Manage client and internal escalations, working closely with relevant teams to ensure timely resolution.
• Conduct regular performance reviews and provide coaching and feedback to improve team performance and engagement.
• Adapt quickly to changing business priorities and proactively address operational challenges.

• Ensure high levels of client satisfaction through effective communication and timely resolution of concerns.
• Track operational metrics and prepare regular performance reports for management.
• Support senior management in implementing operational strategies and achieving business goals.
• Identify operational risks and ensure appropriate measures are taken to minimize them.
• Drive employee engagement and retention initiatives to maintain a motivated and stable team.

Candidate Profile

• 5+ years of experience in KPO, preferably in a client-facing service environment.
• Proven experience in leading teams, driving performance, and managing day-to-day service delivery.
• Strong problem-solving, analytical and decision-making skills, with the ability to take ownership and drive issues through to resolution.
• Strong understanding of KPIs, SLAs, quality, productivity, client satisfaction and process improvement.
• Excellent communication, client-handling and stakeholder-management skills.
• Ability to lead, coach and hold teams accountable for performance and business outcomes.
• Demonstrated ability to work in a fast-paced, dynamic environment and effectively manage competing priorities.
• Commercial mindset with an understanding of B2B/B2C sales, account management, upselling or cross-selling; experience is an added advantage.
• AI and automation mindset, with the ability to identify opportunities to improve operational efficiency, productivity and service delivery.
• Proactive, results-oriented and willing to roll up their sleeves, get into the details, and make strong decisions when necessary.
• Strong focus on client retention, business growth and achieving organizational objectives.