drjobs Senior Manager Operations

Senior Manager Operations

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1 Vacancy
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Job Location drjobs

Mumbai - India

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Description

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: 1218 years

Reporting To: Site Leader



Requirements

  • 1218 years of experience in BPO operations with a strong focus on both Voice and Non-Voice services.
  • Minimum 35 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.

To Apply:

Kindly apply through this job post or share your cv directly on



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.

Required Experience:

Senior Manager

Employment Type

Full-Time

Company Industry

About Company

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