Senior Manager - Operations

About the role

Etraveli Group is seeking a Senior Manager – Operations to lead and develop our operations teams in Pune. You will act as a bridge between senior leadership and frontline managers, ensuring smooth execution of daily processes, performance monitoring, and continuous improvement.

Key responsibilities

• Set clear expectations, deadlines and personal targets for reporting managers.
• Mentor, motivate and develop managers and team leads, fostering an open‑door feedback culture.
• Monitor daily team performance data, organize regular performance reviews and define action plans to close gaps.
• Facilitate communication flow from managers to team leads and agents, and run senior‑manager and monthly manager meetings.
• Prepare, review and highlight discrepancies in reports, and report performance and quality issues to the VP.
• Align with Workforce Management (WFM) to address staffing gaps and operational risks.
• Learn end‑to‑end workflows, KPI contracts and service fee agreements for the relevant line of business.
• Participate in departmental meetings, manage escalations beyond lead control, and support recruitment of team leads and senior positions.
• Identify opportunities for process automation and drive improvements.

Required profile

• Proven experience leading managers or team leads in a fast‑paced operations environment.
• Strong analytical mindset with ability to interpret performance data.
• Excellent communication and stakeholder‑management skills.
• Ability to create a collaborative, feedback‑driven culture.
• Experience with workforce management and KPI‑driven service agreements.

Required skills

What we offer

• Opportunity to work with a global leader in flight technology and fintech.
• Dynamic, multicultural team of over 3,200 professionals.
• Career growth in a rapidly expanding international organization.