Associate General Manager

Associate General Manager (India – SkySun)

Location: Mohali (On-site)

Type: Full-time (Night Shift- 9PM to 6 AM)

Function: Night Operations for U.S. Support — HR/Payroll, Admin, Recruiting, IT Coordination, and Office Operations

Role Summary

You will run and oversee night-shift operations that support U.S. business functions. You ensure smooth execution across HR Payroll, Admin, Operations, Recruiting coordination, and IT liaison activities. You enforce SOPs, maintain office discipline, drive timely task completion, and ensure every process remains audit ready. You act as the operational bridge between U.S. leadership (including the CEO), India daytime teams, and the General Manager (GM).

This is an operator role—hands-on, decisive, and accountable.

Core Responsibilities

1) Night Operations Ownership

• Oversee end-to-end night-shift operations across HR Payroll, Admin, and Operations teams.

• Ensure all shifts run to standard: attendance, handoffs, workload allocation, and SLA tracking.

• Manage floor operations: access, office readiness, supplies, security, visitors (if any),

• and vendor coordination.

• Produce a nightly operations brief for the General Manager with status, risks, blockers, and next steps.

2) HR & Payroll Support (Night Operations)

• Supervise night HR/Payroll teams to ensure accuracy and compliance for aligned processes.

• Validate attendance, leaves, payroll inputs, and audit trails.

• Support onboarding/offboarding tasks: asset checks, access permissions, documentation, NDAs, and revocations.

• Ensure 100% adherence to HR policies, documentation standards, and employee acknowledgement tracking.

3) Admin & Compliance Control

• Maintain and update SOPs/checklists for night-shift workflows; enforce compliance.

• Monitor vendor services, invoices, admin expenses, and ensure alignment with approval limits.

• Keep documentation (SOPs, trackers, logs, inventories) clean, accurate, and ready for audit at all times.

4) Recruiting Coordination (India for U.S. Operations)

• Support the hiring engine during night shift if required: resume screening, scheduling, follow-ups, candidate communication, pre-boarding readiness.

• Maintain updated scorecards, interview kits, and recruiting trackers.

• Work with the U.S. stakeholders on interview windows, candidate status, and next steps.

5) IT & Systems Liaison

• Coordinate with IT teams to request and track provisioning/deprovisioning of accounts, devices, licenses, VPN/RDP access.

• Maintain nightly asset and license updates, report discrepancies.

• Triage basic system/access issues and ensure ticket SLAs are met by following up with IT.

6) Coordination With Stakeholders (U.S. CEO & India GM)

• Serve as the single point of contact during night shift for all U.S. stakeholder requests.

• Convert vague or high-level requests into actionable tasks with owners, deadlines, and status updates.

• Escalate blockers >24 hours with a clear plan, risks, and proposed options.

• Ensure seamless handover each morning to the India General Manager.

7) Continuous Improvement & SOP Execution

• Identify night-shift bottlenecks and implement process improvements.

• Build and maintain dashboards for nightly throughput, SLAs, and issue status.

• Train team members on SOPs and ensure process discipline.

• Work with the General Manager to upgrade SOPs and automation templates every quarter.

8) SLAs & KPIs (What Excellent Looks Like for This Role)

• Onboarding Compliance: 100% Day-1 readiness checks completed for night-handled cases.

• Offboarding Security: Access revocation executed within 3 hours of notification.

• Night Ticket Resolution: 95% tasks completed by or before deadline; critical issues resolved ≤24 hrs.

• SOP Compliance: 100% adherence to checklists; zero audit gaps.

• Documentation Accuracy: 100% asset/license entries updated nightly; no mismatches in monthly reconciliation.

• Master all night-shift workflows; publish v1 checklists.

• Stabilize attendance, shift discipline, and reporting.

• Complete clean inventory verification for night-handled equipment and access.

• Hit onboarding/offboarding SLAs.

• Reduce pending night issues/tickets by 50%.

• Produce reliable weekly dashboards for U.S. stakeholders.

• Achieve KPI targets consistently.

• Implement SOP v2 improvements for efficiency.

• Train backups and ensure coverage for critical night processes.

Qualifications

• 5-10 years in Operations/HR/Admin/Payroll management roles team management, ideally in a BPO or U.S.-support environment.

• Masters or Bachelor's degree (MBA,BBA, B.Com), often supplemented by an MBA/PGDM, plus significant managerial experience (5+ years) in leadership, operations, sales, or finance, along with strong communication, problem-solving, and business acumen to drive team performance and organizational goals.

• Experience managing night-shift teams and workflow ownership.

• Strong English communication—clear, concise, and professional with U.S. stakeholders.

• Proficient in Google Workspace or MS Office, and dashboards.

• Demonstrated ability to enforce SOPs, track SLAs, and maintain high standards.

Who You Are (Non-Negotiables)

• Hands-on Operator: Takes charge, solves problems, and drives outcomes without supervision.

• Detail-Obsessed: Zero tolerance for sloppy documentation or missed handoffs.

• Calm Under Pressure: Comfortable managing time-sensitive U.S. operations overnight.

• Process Builder: Turns ambiguity into clarity and consistency.

• Reliable: Trustworthy for security, access, sensitive HR/Payroll processes and managing operations.