Senior Manager – Back Office Operations

Location

Noida Uttar Pradesh

Work Mode

Hybrid

Experience

Senior Management

Function / Domain

Back Office / BPO Operations

Our multinational client is seeking an experienced Senior Manager to lead a large back-office transaction-processing operation. The position requires strong operations leadership people management performance management and SLA-delivery capabilities.

• Ensure achievement of client service levels covering productivity quality and turnaround time.
• Develop operational strategies to improve service delivery.
• Drive initiatives to reduce employee attrition.
• Improve employee engagement and satisfaction.
• Maintain regular engagement with operations teams.
• Conduct documented monthly performance reviews.
• Oversee quarterly and annual employee appraisals.
• Evaluate performance against quantitative and qualitative measures.
• Coach and mentor agents team leaders and assistant managers.
• Identify development requirements and implement appropriate action plans.
• Monitor operational risks and escalations.
• Drive continuous process improvement.
• Maintain strong stakeholder relationships.
• Significant experience managing back-office/BPO operations.
• Strong people-leadership experience.
• Proven experience managing SLA-driven operations.
• Experience with performance-management systems.
• Strong understanding of productivity quality and TAT metrics.
• Excellent communication and stakeholder-management skills.
• Strong analytical and decision-making capabilities.

Interested candidates should apply through PrimeTalentBridge with an updated résumé highlighting relevant experience current location notice period and current/expected compensation.