About the Role :
As a Hub Operations Manager at TCS iON, you will be responsible for end-to-end management of a designated exam hub or assessment center, ensuring the seamless execution of computer-based assessments.
This role demands operational efficiency, people management, client coordination, and technical acumen to ensure standardized delivery and an excellent candidate experience.
You will act as the on-ground leader for all operations during exam cycles, overseeing technical setup, security protocols, staff coordination, vendor management, and real-time troubleshooting in a 24x7 operational environment, particularly relevant to professionals from IT, Telecom, or similar infrastructure-intensive industries.
Key Responsibilities :
Exam Day Management :
- Plan and execute all exam day activities including candidate registration, biometric verification, seating arrangements, system readiness, and secure exam delivery.
- Lead and manage invigilators, technical staff, and administrative teams to ensure protocol compliance.
- Handle real-time escalations related to system performance, candidate queries, or technical disruptions.
- Ensure adherence to TCS iON's standardized testing procedures and service-level agreements (SLAs).
Exam Center Operations Oversight :
Ensure 100% operational readiness of the hub including power backup, internet connectivity, hardware / software functionality, CCTV surveillance, and access control.Conduct regular audits and inspections to verify compliance with security, safety, and cleanliness standards.Coordinate with external vendors for services like catering, facility maintenance, housekeeping, and security.Manage logistics and assets, including exam materials, candidate documents, and IT equipment.Team & Staff Management :
Recruit, train, and supervise temporary and permanent hub staff for exam operations.Conduct training sessions on SOPs, security measures, candidate handling, and system operations.Monitor team performance through KPIs and provide constructive feedback for improvement.Manage rosters, attendance, and role assignment during high-volume testing periods.Client & Stakeholder Management :
Liaise with exam-conducting authorities, corporate clients, and educational institutions to ensure specific assessment requirements are fulfilled.Provide pre- and post-exam reports, incident summaries, and candidate analytics to clients.Address concerns, clarify guidelines, and ensure ongoing client satisfaction.Identify opportunities to scale hub operations or onboard new clients for capacity expansion.Reporting, Documentation & Compliance :
Generate detailed reports on :
Exam attendance and absenteeismTechnical issues and their resolutionCandidate feedback and service quality metricsMaintain compliance logs, incident records, and audit documentation as per internal and external regulatory guidelines.Perform root cause analysis of operational issues and implement corrective actions.Required Skills & Competencies :
Operational Excellence :
Strong multitasking and organizational skills with the ability to manage multiple exams / hubs simultaneously.Knowledge of operational KPIs and experience working in process-driven environments.Technical Proficiency :
Familiarity with exam delivery platforms, biometric systems, LAN / WAN infrastructure, and CCTV-based monitoring.Ability to troubleshoot basic technical issues and coordinate with remote or on-site IT support.People & Stakeholder Management :
Strong leadership qualities with the ability to manage teams under pressure.Excellent communication and interpersonal skills for interacting with candidates, staff, and client representatives.Problem Solving & Decision Making :
Quick decision-making ability in time-sensitive or high-pressure scenarios (e.g , system crash during exams, last-minute absenteeism).Analytical thinking for identifying process gaps and implementing continuous improvements.Preferred Qualifications :
Bachelor's / master's degree in Operations Management, Information Technology, Engineering, or related fields.Prior experience in managing IT-enabled service centers, Telecom operations, Call centers, or assessment centers.Experience in a 24x7 operational environment is a strong advantage.Exposure to exam delivery tools, incident management systems, and basic IT troubleshooting tools(ref : iimjobs.com)
