Operations Manager

About Us

An award-winning global healthcare solutions provider, ID Medical is dedicated to connecting and supporting the Healthcare Professionals and Organisations who take care of our health every day.

We are a fast-growing organisation working closely with healthcare providers across the United States.

About the Role

We are seeking an experienced Operations Manager to lead our India night-shift operations supporting a rapidly growing US Healthcare staffing business. The Pune office currently comprises approximately 80-100 employees and continues to expand.

This role will serve as the primary operational leader on the ground, ensuring a positive, productive, and compliant work environment while acting as a key liaison between India-based employees and US stakeholders. The Operations Manager will be responsible for handling operational escalations, employee relations, stakeholder communication, and overall floor management.

The ideal candidate is a mature and highly accountable leader who can navigate complex people situations, balance business needs with employee concerns, and build strong relationships across global teams.

Key Responsibilities:

Operational Leadership

• Provide overall leadership and oversight of the Pune night-shift operations.
• Ensure smooth day-to-day functioning of the office and adherence to company policies and processes.
• Act as the senior point of contact for operational issues during the shift.
• Maintain a professional, productive, and employee-focused work environment.

Stakeholder Management

• Serve as the primary bridge between US leadership and India-based employees.
• Build strong working relationships with US stakeholders and ensure effective communication across teams.
• Manage and respond to operational concerns raised by US managers in a timely and professional manner.
• Provide balanced, fact-based assessments when operational or employee-related concerns are escalated.

Employee Relations & Escalation Management

• Handle employee grievances, behavioural concerns, workplace conflicts, attendance issues, and policy violations.
• Conduct investigations into employee complaints and workplace incidents.
• Partner with HR and leadership to ensure fair and consistent resolution of issues.
• Foster a culture of accountability, professionalism, and respect.

Performance Escalation Support

• While direct performance management remains the responsibility of US Team Leads and Coaches, partner closely with them to address performance-related concerns involving India-based employees.
• Investigate performance escalations to identify root causes, barriers, training gaps, process issues, or support requirements.
• Ensure employees receive appropriate guidance, support, and opportunities to improve where warranted.
• Provide objective recommendations to leadership based on facts, data, and findings.
• Support fair and consistent decision-making regarding performance-related actions.

Team Engagement & Retention

• Drive employee engagement initiatives and help build a positive workplace culture.
• Monitor team morale and proactively address concerns that may impact retention or performance.
• Serve as a trusted point of contact for employees during the night shift.

Qualifications & Experience

• 8+ years of experience in Operations, Workforce Management, Employee Relations, or People Leadership roles.
• Proven experience managing teams in BPO, Staffing, Healthcare Services, Shared Services, or similar environments.
• Strong stakeholder management experience, including working with international clients or leadership teams.
• Demonstrated ability to handle complex employee situations, investigations, and escalations.
• Excellent communication, conflict resolution, and decision-making skills.
• Strong sense of ownership, accountability, and professional judgment.
• Experience working in night shifts and managing global stakeholders is highly preferred.

Success in This Role

The successful candidate will be known as a trusted leader who can:

• Build credibility with both employees and stakeholders.
• Handle difficult situations with fairness and professionalism.
• Investigate issues thoroughly before recommending actions.
• Maintain operational stability while supporting a positive employee experience.
• Represent the interests of both the business and employees in a balanced and objective manner.

Location - Kharadi, Pune

Shift - US/Night Shift (WFO)

Transport - home pick up & drop (Up to 20 KMs)

Benefits - PF, Mediclaim