Senior Manager Operations

ESSENTIAL FUNCTIONS:   

Key Responsibilities:

Operational Leadership

·         Oversee day-to-day delivery across multiple BPS functions (voice/non-voice/back-office processes).

·         Ensure achievement of SLAs, KPIs, quality, productivity, and compliance targets.

·         Drive process excellence initiatives and continuous improvement frameworks (Lean, Six Sigma, etc.).

·         Manage operational budgets, workforce planning, and cost optimization initiatives.

Client and Stakeholder Management

·         Act as the primary point of contact for key clients, ensuring operational transparency and trust.

·         Conduct regular business reviews with clients and internal leadership to assess performance and improvement areas.

·         Support transitions, migrations, and new process setups with a strong focus on governance and quality.

Team Management & Leadership

·         Lead a team of Managers/Assistant Managers and large teams across multiple shifts and locations.

·         Foster a culture of performance, accountability, and employee engagement.

·         Drive learning, development, and succession planning within the operations team.

Quality, Compliance & Risk

·         Ensure strict adherence to company policies, data privacy, and information security standards.

·         Conduct operational audits, risk assessments, and implement mitigation plans.

·         Drive initiatives to improve CSAT/NPS, reduce errors, and enhance process stability.

Strategic Initiatives

·         Partner with senior leadership to align operational goals with business objectives.

·         Lead automation and digital transformation initiatives to enhance efficiency and accuracy.

·         Provide analytical insights and dashboards for informed decision-making. 

REPORTING RELATIONSHIPS: 

·         Will report to Vice President – India Location Head

QUALIFICATIONS:

Educational Qualification:

·         Bachelor’s Degree (mandatory) – preferably in Business Administration, Commerce, Management, or related disciplines.

·         Master’s Degree (preferred) – MBA or PGDM in Operations Management, General Management, or Business Process Management from a recognized university or institution.

·         Strong academic foundation in business, analytics, or operational excellence principles.

Professional Certifications (Advantageous):

·         Lean Six Sigma Certification:

o    Green Belt required; Black Belt preferred for driving process improvement and quality initiatives.

·         Project Management Certification:

o    PMP (Project Management Professional) or PRINCE2 certification preferred to manage complex transitions and multi-project operations.

·         Quality & Compliance Certifications:

o    ISO 9001 / ISO 27001 awareness or internal auditor certification is an advantage.

·         Automation / Digital Transformation Exposure:

o    Familiarity with RPA tools (UiPath, Automation Anywhere, Blue Prism) or process mining tools is desirable.

·         Data Analytics / Reporting Tools:

o    Exposure to Power BI, Tableau, or advanced Excel for performance analytics and dashboard reporting.

Experience-Linked Expectations:

·         Proven track record of managing large-scale BPS operations with 18+ years of progressive experience.

·         Minimum 5 years in a leadership role managing multi-client or multi-process environments.

·         Experience in driving continuous improvement, automation, and transformation initiatives.

·         Strong understanding of quality frameworks, compliance standards, and client governance models.