Senior Manager Operations

<h3><strong>Key Responsibilities</strong></h3><h3><strong>Operational Management</strong></h3><ul>
<li>Lead and manage daily BPO operations across both Voice and Non-Voice processes, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).</li>
<li>Develop, implement, and refine operational strategies that ensure high levels of efficiency, quality, and customer satisfaction.</li>
<li>Oversee execution of production plans and monitor team performance metrics to drive continuous improvement.</li>
<li>Handle high-level client escalations effectively and ensure issues are resolved promptly and professionally.</li>
</ul><h3><strong>Team Leadership</strong></h3><ul>
<li>Lead, mentor, and develop a large workforce including managers and frontline employees (minimum 250 FTEs).</li>
<li>Conduct performance reviews, drive individual development plans, and implement team training programs to elevate skills and capabilities.</li>
<li>Promote a culture of accountability, collaboration, and continuous learning within the team.</li>
<li>Monitor workforce productivity and implement workforce management practices including shrinkage and attrition control.</li>
</ul><h3><strong>Client Relationship Management</strong></h3><ul>
<li>Act as the key point of contact for client accounts, ensuring strong, trust-based relationships.</li>
<li>Conduct regular client engagements including Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs).</li>
<li>Identify and recommend operational improvements, value-add opportunities, and cross-sell/upsell solutions aligned with client goals.</li>
<li>Ensure customer satisfaction and long-term retention by proactively managing expectations and service delivery.</li>
</ul><h3><strong>Process Improvement &amp; Automation</strong></h3><ul><li>Lead process excellence initiatives with a focus on reducing inefficiencies, improving turnaround time, and enhancing service quality.</li></ul><ul>
<li>Identify and implement process automation and digitization solutions in collaboration with technology and transformation teams.</li>
<li>Standardize best practices across operations to ensure consistent performance and scalable delivery models.</li>
<li>Drive compliance with internal controls, client requirements, and relevant industry standards.</li>
</ul><h3><strong>Financial Management</strong></h3><ul>
<li>Prepare, manage, and track operational budgets, ensuring optimal resource allocation and cost-effectiveness.</li>
<li>Monitor financial metrics such as gross margin (GM), cost per transaction, and overall profitability.</li>
<li>Use financial insights to make informed decisions that align operational strategies with company goals.</li>
<li>Support strategic planning through accurate financial forecasting and capacity planning.</li>
</ul><h3><strong>Reporting &amp; Data Analytics</strong></h3><ul>
<li>Generate and present detailed reports on operational, financial, and client satisfaction metrics to senior leadership.</li>
<li>Leverage advanced Excel and BI tools to analyze performance trends, operational bottlenecks, and improvement areas.</li>
<li>Utilize data-driven insights to support key business decisions and strategic initiatives.</li>
<li>Ensure accurate and timely reporting to internal stakeholders and clients.</li>
</ul><h2>Location: Thane, Maharashtra, India</h2><h2>Work Type: Full-time | Flexible for 24/7 Shifts</h2><h2>Travel Requirement: US Travel (as required)</h2><h2>Experience Required: 12–18 years</h2><h2>Reporting To: Site Leader</h2><h2>Requirements</h2><h3></h3><ul>
<li>12–18 years of experience in BPO operations, with a strong focus on both Voice and Non-Voice services.</li>
<li>Minimum 3–5 years in a managerial role overseeing large-scale operations.</li>
<li>Extensive experience in international BPO data entry processes.</li>
<li>Strong background in capacity planning, budget control, and resource forecasting.</li>
<li>Expertise in attrition calculation, shrinkage management, and workforce analytics.</li>
<li>Proven experience in client-facing roles, particularly in QBR and MBR presentations.</li>
<li>Demonstrated ability in calculating and managing Gross Margin.</li>
<li>Experience in implementing process automation and operational excellence frameworks.</li>
<li>Proficient in MS Excel and other data management/reporting tools.</li>
<li>Valid Passport required; prior US business travel experience is a plus.</li>
<li>Excellent communication, leadership, and stakeholder management skills.</li>
</ul><h2>Benefits</h2><h3></h3><ul>
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<strong>Provident Fund (PF)</strong>– Statutory savings and retirement benefit.</li>
<li>
<strong>Gratuity</strong>– Provided as per applicable laws to reward long-term tenure.</li>
<li>
<strong>Mediclaim Insurance</strong>– Comprehensive health insurance coverage for employees and dependents.</li>
<li>
<strong>International Travel Opportunities</strong>– Especially to the US; candidates must hold a valid Passport.</li>
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