Senior Manager Operations

Location: Miramar, North Goa

Job Summary:

As the Senior Manager of operations, you shall be a part of a dynamic team and play a crucial role in
overseeing and optimizing the operational aspects of our business. You will be responsible for managing a team of operations managers, ensuring operational efficiency, meeting client SLAs, and driving continuous improvement initiatives to enhance service quality and profitability.

Key Responsibilities:

Operational Leadership:

• Provide strategic direction and leadership to the operations team through operational policies,
  procedures, and best practices.
• Ensure that the operations team meets and exceeds their respective targets as well as the client
  expectations.
• Ensure the delivery of projects as per the stipulated SLA’s.

Team Management:

• Mentor operations managers and foster a culture of excellence, accountability, and continuous
  learning.
• Regularly oversee the performance evaluations of teams and provide appreciations and
  feedback for improvement.

Client Management:

• Build and maintain strong client relationships by understanding their needs and expectations
• Collaborate with client stakeholders to identify opportunities for process improvement and
  innovation
• Ensure the delivery of high-quality services in accordance with agreed-upon SLAs
• Identify opportunities for business development

Process Improvement:

• Identify areas for process optimization and efficiency gains
• Introduce and implement performance metrics and review existing KPIs to measure operational
  effectiveness.
• Promote continuous improvement initiatives to enhance service delivery and reduce costs.

Resource Allocation:

• Manage resource allocation and capacity planning and forecasting to meet client demands
• Ensure process owners optimize staffing levels and schedules to ensure efficient operations
• Monitor and manage budget and expenses related to the overall operations

Qualifications:

• Bachelor’s degree in Business Administration or a related field (Master’s degree preferred).
• Proven experience in Customer Service operations management, with at least 8 years in a
  leadership role.
• Strong understanding of industry trends, technology updates, and best practices.
• Exceptional leadership, communication, and interpersonal skills.
• Strategic thinker with a track record of driving operational excellence
• Proficiency in data analysis and the ability to use data to make informed decisions.
• Excellent problem-solving and decision-making abilities.
• Strong client management skills and the ability to build and maintain relationships
• Experience with process improvement methodologies (e.g., Six Sigma, Lean) is a plus.
• Knowledge of relevant software and tools for overall operations management.

Salary: Upto 18LPA

Working hours: Shifts: 9am to 6pm (IND), 2:30pm to 11:30pm (UK) & 10:30pm to 7:30am next day (US)