Equiniti

Operations Manager

India · Work style not stated · Full time

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About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerEquiniti
LocationIndia
Work styleWork style not stated
Employment typeFull time
Employer posted29 Sep 2026

Management Level

Operations Manager

Department: Operations

Reports to: Senior Operations Manager

Role

As a Operations Manager you would be leading team of team Leaders, utilising available resource across operations, meeting planned performance and agreed service standards within budget and ensuring customers are provided with a high quality cost efficient service.

Business Function

EQ India Operations team work closely with the EQ Group functions across UK and US to provide operations support to Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore.

Core Duties and Responsibilities

Delivering services to the highest possible standard, addressing any risk issues to minimise operational losses
Ensure that staff are appropriately trained, deployed, counselled and motivated so that their individual and collective performance meets the current and future needs of the business, actively coaching and developing all direct reports
Demonstrates the ability to successfully lead and scale large customer care operations
Understand customer needs and expectations
Drive customer satisfaction (CSAT/NPS)
Handle escalations effectively
Promote a customer-first culture
Monitor the team to ensure that all regulations including security measures are maintained.
Identify, review and where appropriate implement improvements to processes in order to contribute to business efficiency goals
When required support, plan, communicate and implement both central and locally driven changes ensuring such changes are implemented with the minimum of disruption to services
Use the CAPA process to ensure that all adverse trends in problem occurrence and / or workflow are fully investigated and action taken to minimise the risk of re-occurrence
Identify, plan, delegate and where appropriate manage projects ensuring these are delivered on time, within budget to specification
Ensure that the operation unit works to support all area of our quality policy
Ensure the operation remains compliant with all best practice standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect Equiniti’s business at all times
Always to undertake the duties of this role in accordance with the requirements of Equiniti’s Regulators including the FCA’s Principles for Business.
Develop and maintain relationship across Equiniti that support the delivery of business KPI’s

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Competencies and Experience

The candidate should demonstrate the following experience, skills and behaviours:

Objectively assess the performance of others in accordance with the process, assessing capabilities and potential
Give constructive feedback in order to identify individual’s development needs.
Maintain consistency and fairness throughout the process.
Undertake and use management techniques to monitor financial resources for specific business unit/projects
Uses project management techniques to support and/or undertake projects recognising and planning for particular areas of uncertainty
Ensure that work undertaken (either by an internal / external consultant) constitutes the planned end product, meeting the requirements of the business
Communicate and explain change effectively
Plan and implement changes gaining commitment and understanding, minimising disruption to our service
Experience managing Contact Expereince centre
Knowledge and experience of Financial Markets
ICSA or IAQ qualification including “Compliance” module (must be achieved within 1 year of appointment).

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.

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