Operation Manager

Job Description:

Role: Rewards Operations Manager (Digital & Physical)

Job Summary

The role is responsible for managing end-to-end operations of Digital and Physical Rewards, ensuring seamless execution, SLA adherence, and smooth coordination with internal teams, vendors, and clients. The position also owns purchase order management, vendor coordination, and client billing with a strong focus on accuracy, timeliness, and compliance.

Key Responsibilities

Operations Management

• Manage day-to-day operations of digital rewards (vouchers, gift cards, links, codes, etc.) and physical rewards (procurement, warehousing, packing, dispatch, RTO).

• Ensure smooth and timely execution of reward redemptions across multiple programs and clients.

• Monitor order processing, dispatch timelines, and delivery confirmations.

• Coordinate with internal teams (technology, accounts, customer support) for issue resolution and process improvements.

SLA & Performance Management

• Own and drive SLAs related to order processing, fulfillment, billing, and closures.

• Track TATs, delivery timelines, and resolution metrics.

• Identify operational bottlenecks proactively and implement corrective actions.

• Prepare MIS, SLA, and performance reports for management and clients.

Purchase Order (PO) Management

• Raise, manage, and track purchase orders with vendors and brands.

• Ensure PO accuracy, approvals, and alignment with agreed commercial terms.

• Coordinate with vendors for timely fulfillment and PO closure.

• Maintain complete documentation for audits and reconciliations.

Client Billing & Documentation

• Handle client billing including invoice generation, reconciliation, and submission.

• Ensure billing accuracy as per contracts, SLAs, and commercial agreements.

• Coordinate with finance/accounts teams for timely invoicing and collections.

• Maintain billing trackers, credit notes, and supporting documents (PODs, GRNs, invoices).

Vendor & Stakeholder Coordination

• Liaise with vendors, logistics partners, and brands to ensure smooth and timely operations.

• Manage escalations and maintain strong vendor relationships.

If you want, I can also: