Manager – Operations

About the Role Softobiz is a technology firm. We build software and run dedicated offshore teams — Global Capability Centres — for a portfolio of international clients across multiple markets. We are looking for an Operations Manager to run the operations of the whole business: the delivery engine behind our GCCs, and the day-to-day running of the company itself. Just as important, we want someone who treats operations as something to be continuously sharpened — not just kept running. A core part of this role is reviewing how we work, redesigning processes that are manual or inefficient, automating them, and bringing AI deeply into how the operation runs. We are a technology company and we expect our operations to reflect that. Strategy and commercials sit with leadership; your job is to make the operation run, make it run better over time, report on it clearly, and escalate the right things at the right time. You will have an operations support resource handling day-to-day administrative and coordination tasks beneath you. What You'll Own Process, Automation & AI (central to this role) Review existing operational processes end to end, identify what is manual, slow, or duplicated, and redesign them Build and roll out automation across operational and delivery workflows — reporting, tracking, onboarding, handoffs Make extensive, practical use of AI tools to streamline how the operation runs and to raise output without raising headcount Treat efficiency and tooling as an ongoing mandate, not a one-time project GCC Delivery Operations - Oversee operations across all GCC engagements, working with team leads and engagement managers to ensure each dedicated team meets quality, productivity, and timeline commitments Run the operational reporting and review cadence with each client — reviews, dashboards, status tracking Be the first operational point of contact for delivery issues; resolve what you can and escalate the rest to leadership early Company / Business Operations Run the internal operations of Softobiz — process, vendor and workplace coordination, internal tooling and systems — keeping the business running smoothly day to day Partner with HR, TA, IT, and Finance to keep operational processes joined up and automated where possible Direct an operations support resource who handles day-to-day administrative and coordination work Team Coordination & Capacity Coordinate across delivery teams to keep staffing, ramp-ups, and capacity aligned with client needs, partnering closely with Talent Acquisition Track and support offshore team retention and engagement as a core operational metric Operating Model & Setup Maintain and improve how Softobiz runs a GCC — onboarding, reporting, ways of working — so engagements run on a consistent, automated, scalable model rather than account-by-account improvisation Support the operational stand-up of new GCCs — staffing coordination, onboarding, knowledge transfer, and stabilization — under leadership direction What Success Looks Like (First 6–12 Months) A clear map of existing processes, with the high-effort manual ones redesigned, automated, or AI-assisted Operational reporting that largely runs itself rather than being assembled by hand Every GCC engagement running against a clear, regularly reported set of operational and quality metrics Company operations running cleanly and predictably, with the support resource working effectively underneath you Measurable improvement in delivery predictability, operational efficiency, and offshore team retention What You Bring Required 8–10 years in operations or delivery, with experience in a technology, GCC, captive, or offshore / IT-services environment A genuine process-and-automation mindset — a track record of finding inefficiency and fixing it with better process, tooling, or automation Hands-on, practical use of AI and automation tools to streamline real work (not just awareness of them) Proven experience coordinating across multiple teams or engagements, not just a single account Strong organisational and reporting discipline; comfortable owning cadences, dashboards, and follow-through Client-facing maturity — able to run operational reviews and represent delivery credibly Experience managing or directing junior / support staff Good to have Exposure to setting up or transitioning new offshore teams (onboarding, knowledge transfer, ramp-up) Familiarity working across HR/TA, IT, and Finance functions Experience running operations against structured HRIS/ATS tooling and reporting frameworks How We Operate We are a technology company and we run delivery the way a high-performing operation should: quality and speed are non-negotiable, accountability is clear, and output is measured against real client impact. We want someone who owns their operation, is restless about making it more efficient, leans hard on automation and AI, and gets things done without being chased.