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.