Senior Operations Manager

Job summary
Increase revenue, maximize process efficiency, and ensure excellent customer experienceLeadership and supervision of daily operations and personnelStrategy planning, contract compliance, resource optimization, and capability development
Job seniority: mid-to-senior level
Responsibilities
• Maximize process efficiency and cost effectiveness through strategic planning and contract compliance• Collaborate with stakeholders and clients to provide strategic and operational plans for the account• Monitor and review delivery parameters to ensure quality delivery as per budget and timelines• Lead and manage project escalations and potential risks• Ensure regular invoicing and track key account metrics• Conduct resource planning and optimize manpower• Develop capability within service line and products• Coordinate with internal and external stakeholders to ensure compliance and quality• Hire and manage resources for the team• Set goals, conduct performance reviews, and drive employee engagement
Requirements
• Experience in strategic planning, contract compliance, and resource optimization• Knowledge of operational processes and quality certifications in a BPO/ITES setup• Excellent stakeholder management and project management skills• Strong analytical and problem-solving abilities• Ability to handle pressure and complexity• Passion for delivering results and achieving customer satisfaction
Key Skills Needed
• Domain/Industry Knowledge• Systems Thinking• Leveraging Technology• Technical Knowledge• Business Knowledge• Project Management Skills• Analytical Skills• Execution Excellence• Managing Complexity• Handling Pressure• Client Centricity• Passion for Results• Nurturing People• Stakeholder Management