Position Title: Operations Manager (OM)
Department: Operations
Reporting To: General Manager – Operations (GM Operations)
Supervises: 5–6 Centre Managers (CMs) and indirectly CCs,
Teachers, Counsellors, Drivers, and outsourced staff
Role Summary
The Operations Manager oversees 5–6 Access Life centres, ensuring operational consistency, compliance
with SOPs, strong beneficiary experience, donor servicing quality, safety standards, financial discipline, and
team well-being. The OM’s primary responsibility is to ensure that Centre Managers fully execute their JDs,
while progressively building CM capability toward self-sufficiency.
The OM acts as the supervisory link between Centre Managers and GM Operations, conducting regular
reviews, audits, training, escalations, and mentoring. The OM also maintains direct connection with
beneficiaries and centre-level personnel to ensure the absence of unresolved issues.
The Operations Manager plays a key role in new-centre setup, collaborating from the earliest feasibility
stage and supporting operational readiness. The OM also drives centre awareness initiatives, transport
oversight, and local donor development through Centre Managers.
A. Multi-Centre Supervision & Operational
Oversight
Oversee 5–6 centres to ensure complete adherence to ALAF operational standards.
Conduct daily virtual check-ins, weekly structured reviews, and monthly physical visits.
Review and verify CM compliance with checklists, safety drills, grievance registers, inventory logs,
donor databases, and beneficiary documentation.
Maintain updated knowledge of each centre’s KYC (Know Your Centre) file.
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Ensure timely closure of maintenance, grievance, and beneficiary concerns raised at centres.
B. Centre Manager Performance & Capability
Building
Train, mentor, and onboard newly appointed Centre Managers.
Conduct quarterly performance appraisals for Centre Managers.
Identify operational gaps and implement corrective actions.
Conduct routine coaching sessions to build CM independence in budgeting, donor engagement,
documentation, team management, and centre administration.
Monitor attrition trends across assigned centres and escalate early warning signs.
C. Beneficiary Experience Oversight
Conduct random beneficiary interactions during visits to evaluate satisfaction.
Ensure CMs maintain 100% teaching and counselling coverage.
Validate beneficiary admission, discharge, and monthly update accuracy.
Evaluate emergency readiness (fire, medical, disaster) across centres.
D. Donor & Visitor Engagement Oversight
Ensure CMs lead all donor and visitor visits professionally.
Ensure donor databases and visitor logs are updated daily by CMs.
Ensure gratitude letters are sent within 48 hours of every visit.
Review donor engagement quality via monthly centre reports.
Support CMs in developing local donor networks (corporates, schools, clubs, community groups).
Align donor communication with the Communications/PR and Development teams.
OM reviews compliance of weekly social media content—not creative content.
E. Events, Volunteer Activation & Community
Awareness
Ensure CMs organise centre events, volunteer sessions, and partnerships.
Supervise execution of ALAG (Access Life Arts & Gaana) activities.
Ensure centres implement gold-lighting and awareness initiatives during Childhood Cancer
Awareness Month.
Strengthen relationships with community influencers, schools, colleges, and clubs.
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F. Reporting, Systems & Data Integrity
Verify accuracy of MySpace and ERP entries across centres.
Ensure all monthly reports, impact summaries, donor logs, visitor logs, incident reports, and
operational files are submitted on time.
Prepare a consolidated monthly performance report for GM Operations.
Ensure dashboards (daily/weekly/monthly) submitted by CMs are accurate and complete.
Ensure 99%+ data accuracy across all assigned centres.
G. Finance Oversight
Review centre EVS (Expenditure Variance Statement) monthly and flag variances.
Ensure petty cash usage and receipts are compliant with SOPs.
Ensure CMs submit utility and statutory payments on time.
Train CMs on understanding centre budgets and donor-funded components.
Ensure centres progressively improve self-sustainability by encouraging local donor inflow.
H. Inventory & Asset Oversight
Verify accuracy of monthly grocery registers, beneficiary item logs, donation distribution records,
and fixed asset registers.
Ensure zero stock-outs and responsible utilisation of resources.
I. Transportation Oversight
Review vehicle maintenance logs, repairs, and compliance documentation submitted by CMs.
Monitor fuel usage, mileage, and route efficiency.
Oversee driver attendance, punctuality, leave, and overtime records.
Ensure safe, compliant, and well-maintained vehicles across assigned centres.
J. Support in New Centre Development
Participate from the earliest stage of new-centre feasibility and planning.
Conduct operational readiness reviews before centre launch.
Support staffing plans, inventory planning, transport needs, and process setup.
Facilitate smooth transition from Development team to Operations team.
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K. Leadership, Communication & Cross-Functional
Alignment
Act as the operational bridge between centre teams and GM Operations.
Maintain strong working relationships with HR, Finance, Communications, Development, CSR, IT, and
Legal.
Resolve escalations from CMs while maintaining team morale.
Promote a culture of accountability, discipline, and compassion.
L. Key Performance Indicators (KPIs)
Area KPI Frequency
Centre Operations Completion of daily/weekly/monthly centre reviews Weekly/Monthly
Audit score ≥ 90% across assigned centres Monthly
CM Performance Quarterly appraisal & development plans completed Quarterly
Reduction in operational errors & gaps Monthly
Beneficiary Experience 100% coverage in teaching & counselling Monthly
Beneficiary satisfaction & feedback Monthly
Donor & Visitor Gratitude letters sent within 48 hours Monthly
Daily donor DB updates verified Monthly
Events & Community ALAG & gold-lighting activities executed Annual/Quarterly
Reporting & Data Accuracy ≥ 99% in MySpace/ERP/MIS Monthly
Finance EVS variances reviewed & resolved Monthly
Inventory Zero stock-outs; registers accurate Monthly
Transportation Fuel efficiency & maintenance compliance Monthly
Centre Sustainability Growth in local donor contributions Quarterly
Final Objective of the Operations Manager Role
To ensure that each Centre Manager becomes a self-sufficient, confident, compliant, and community connected leader capable of running a centre smoothly with minimal supervision, while upholding ALAF’s values of compassion, dignity, transparency, and excellence.
(Candidates preferred from Mumbai)Please email your resume to [email protected]/ [email protected]
Job Type: Full-time
Pay: ₹50,000.00 - ₹65,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Provident Fund
Ability to commute/relocate:
- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Education:
Work Location: In person
