Operations Manager

About us: RRD GO Creative, with more than three decades of expertise in business communications, marketing solutions, and digital productivity solutions, we successfully help reimagine customer experiences for companies. Our three pillars of Global Brand Solutions, Smart Work Solutions, and Technology & Innovation Services transform the way businesses work for customers, building strong brand loyalty.

Our 8,000 experts in 42 locations work across various industries to co-create a future-ready business landscape. We adopt a consultative approach to digitizing every aspect of the Customer Journey so you can effectively translate a strategic vision of expansion and efficiency into a superior Customer Experience. We help you effectively address customer needs so you can make Customer Experience your competitive differentiator.

About the Role

Operations Manager — Fund Accounting Centre of Excellence. Accountable for delivery across both sites — service levels, quality, capacity and continuity. Single operational owner of the dual-site model, including the active-active failover on which client's continuity depends. Quality Control reports to this role rather than into the production line, preserving the independence of review. Runs weekly operational syncs and monthly business reviews with client.

1. Role Purpose

Accountable for delivery across both sites — service levels, quality, capacity and continuity. Single operational owner of the dual-site model, including the active-active failover on which Client's continuity depends. Quality Control reports to this role rather than into the production line, preserving the independence of review. Runs weekly operational syncs and monthly business reviews with Client.

2. Core Responsibilities

• Own end-to-end delivery across Chennai and Manila for all four service lines.
• Own attainment of contracted service levels and present performance in weekly syncs and monthly business reviews.
• Own the independent quality function and ensure no deliverable reaches Client unreviewed.
• Own capacity planning across both sites, including the surge plan for the March, May, July and September peaks.
• Own business continuity — maintain active-active readiness, run scheduled failover testing, lead activation if a site is disrupted.
• Own Root Cause Analysis for service level failures, with corrective plans delivered within five business days at no cost to Client.
• Own recruitment, retention and succession for the engagement.

3. Controls Applied to Client Work

• Owns the master close calendar across all fund and management company entities so deadlines are resourced before they arrive.
• Plans audit season and K-1 season capacity as distinct exercises.
• Maintains segregation of duties as a structural control across preparation, review and payment-adjacent activity.
• Ensures FundPanel.io and Notion remain Client's systems of record.

4. Experience & Capability

• 15+ years in fund administration or financial services operations, including 6+ years leading multi-team, multi-site delivery.
• Venture capital or private equity depth sufficient to arbitrate technical escalations.
• Proven ownership of contracted service level and KPI regimes, including at-risk arrangements.
• Experience running a dual-site model with tested business continuity.