Senior Manager Operations

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