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Operations Manager in Gurugram at Elevate

Date Posted: 7/18/2018

Job Snapshot

Job Description

Elevate is recruiting an Operations Manager, you will direct a service operation delivering either Legal and Business services, depending on your skillsets to our legal clients.  You will serve as a key liaison to the client and ensure objectives are met.  You will manage a team to deliver on established service level agreements.  You will create an operational framework to deliver on service line expectations.

We need a professional who:

  • Is passionate about delivering the highest levels of customer service
  • Engender a culture of professionalism, teamwork, and accountability
  • Have a solid understanding of the legal industry and prior delivery management experience
  • Is an effective leader with proven results
  • Is interested in joining a growing company and the potential for a long-term career path
  • Possess an entrepreneurial spirit and want to be part of something new & exciting

Specifically, this role will involve to:

  • Manage the daily operations of the service center
  • Serve as the main point of contact for client representative(s) and participate in the governance model
  • Identify and monitor all KPIs and SLAs for the service line
  • Define and document workflow processes, SOPs, metrics, and policies
  • Serve as the point of escalation for issue resolution and queries
  • Drive efforts for data collection, analysis and reporting required to manage the operation
  • Manage the employee lifecycle. (Including hiring, performance reviews, development, corrective actions, etc.)
  • Manage staffing model ensure alignment with utilization requirements
  • Actively mentor the assigned team to achieve set performance targets.
  • Acquire and maintain an in-depth working knowledge of the client’s technical environment and service requirements
  • Should be involved in creating/managing Business Continuity Planning (BCP) activities for the operations
  • Delegate effectively and create a succession planning for all the roles within the team

Essential experience and skills:

  • Seven plus years as total work experience
  • Two years related experience in a professional services environment
  • Should have team management experience
  • Excellent track record in previous client support/customer service engagements
  • Experience working directly with the US or UK client
  • Must be able to build credibility and collaborate with both internal and external customers at all levels
  • Able to build strong, cohesive and high performing teams through effective skills in motivating and influencing others
  • Ability to identify, design and implement operational improvements
  • Experience leading within a growing and changing organization; including virtual settings
  • Possess a “hands-on” management style in order to foster and develop the team
  • A systematic approach to problem-solving and the ability to make quick decisions
  • Excellent customer service skills, including attention to detail and great follow-up skills
  • Ability to effectively prioritize tasks and manage multiple, simultaneous deadlines
  • Strong understanding of the legal industry; including terminology, documents, and processes
  • Ability to navigate between tactical and strategic discussions and requirements
  • Possess a positive, flexible, organized and proactive work style

Desirable technical skills:

  • Advanced MS Excel for charts and spreadsheets
  • Advanced PowerPoint
  • MS Outlook
  • Remote Access Environments (e.g. Citrix)
  • Workflow Management Tools


  •   Bachelor’s degree or equivalent required

Elevate is the law company. We provide consulting, technology and services to law departments and law firms. Our global team of lawyers, engineers, consultants and business experts improve efficiency, quality and outcomes for customers worldwide. Elevate’s achievements and distinctions include:

Ranked on the Inc. 5000 list of Fastest-Growing Private Companies two years in a row

Ranked as a top Global Services Provider by Chambers & Partners three years in a row

Lead Partner of the FT Innovative Lawyers Awards

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