Assistant Manager - Data Capture Services

Roles & Responsibilities

Key Responsibilities

Manage and support end-to-end service delivery for non-financial foreign operations, ensuring consistent quality and timely delivery

Lead, coach, and develop Team Leads and operational teams to achieve performance and service excellence

Plan and oversee shift rosters and workforce allocation to ensure uninterrupted operational coverage

Monitor key operational metrics including volume, accuracy, quality, and turnaround time (TAT), and implement corrective actions where required

Act as the primary escalation point for operational risks, service delivery issues, and client concerns

Prepare, analyse, and present operational dashboards and performance reports to senior management

Collaborate with HR on workforce planning, recruitment coordination, and onboarding activities

Oversee night-shift operational readiness, ensuring transport arrangements, employee welfare, and governance compliance

Drive continuous process improvements, efficiency initiatives, and adoption of best practices within data capture operations

Ensure compliance with internal quality standards, regulatory requirements, and information security policies

Key Requirements

Minimum 7+ years of relevant experience in data capture, data processing, BPO, shared services, or non-financial operations

Minimum 3+ years of experience in a supervisory or people leadership role

Proven experience managing foreign or international clients, including SLA management, service delivery governance, regular client communication, and handling escalations in an offshore or shared services environment

Bachelor’s degree or equivalent professional qualification in Business, Management, IT, or a related field (mandatory)

Master’s degree in Business, Management, Operations, IT, or a related discipline will be an added advantage

Strong analytical skills with hands-on experience in operational and performance reporting (SLA, productivity, quality, volume)

Excellent written and verbal English communication skills

Strong leadership, stakeholder management, and problem-solving capabilities

Ability to work under pressure and manage multiple priorities effectively

Flexibility to work across rotational and night shifts as required

Experience supporting workforce planning, recruitment coordination, and managing night-shift operations, including transport and employee welfare arrangements