T&N Business Services | Sales Operations Manager

7 days ago

gurugram, India T&N Business Services Full time

We are looking for Sales Operations Manager for Gurgaon (Night Shift).


Location : Gurgaon

Salary : 24 LPA

5 Days Working

Both side Cab


Key Responsibilities:

  • Manage a team of at least 50 Sales executives.
  • Flexible and willing to work in a Night shift.
  • Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
  • Establish & Manage Relationships / Engagement with the Clients
  • Oversee team – organize resources, set goals, carry out strategy from Executives and client on a day-to-day basis; reporting responsibilities
  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
  • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
  • Manage and review operational reports (Attendance adherence, Client scorecard, Metrics management reports)
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards;
  • define and implement any corrective actions needed to meet operational performance targets
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
  • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from WFM & Client and make adjustments to meet changing requirements
  • Attend business reviews with the clients.
  • Manage & control attrition keeping it to the minimum and plan for timely back fills
  • Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork.
  • Provide advice and assistance to senior management in planning, implementation, and evaluation of existing operations. systems and procedures
  • Participate in weekly and monthly calls with clients to understand the expectations from the teams and provide updates
  • Ensure that all audit related issues are brought to a close
  • Identify and drive continuous improvements and initiatives in the process
  • Coach & mentor Team leads, enabling them to lead their teams effectively
  • Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management
  • Ensure that all internal customer queries are followed up on a timely basis
  • Collaborate with internal teams, inter departments, cross functions across locations
  •  Ability to lead, guide, and mentor a team effectively, even in a fast-paced BPO environment.
  •  Ability to manage conflicts, motivate team members, and foster a collaborative work culture.
  •  Leadership skills to drive performance, handle challenging situations, and ensure alignment with client expectations


Desired Skills:

  • Strong understanding of banking products (e.g., loans, credit cards, accounts), services, and financial transactions
  • Strong knowledge of Credit card and other Banking products
  • Excellent verbal and written communication skills for interacting with clients, teams, and internal stakeholders
  • Experience in handling voice operations (inbound and outbound)
  • Client facing roles managing and representing operations
  • Knowledge of the patient lifecycle journey of in US Healthcare & India - related regulatory requirements
  • Experience in client facing roles managing and representing operations
  • Experience in handling multiple teams and has shown improvement in the overall team performance
  • Ability to coach and guide frontline, SMEs, support functions staff & the TL on a clear objective of delivering excellent customer experience
  • A creative mind to think beyond the status quo and propose solutions internally as well as to clients
  • Experience in working closely with Training and Quality team to strengthen and develop SOPs and training materials
  • Quartile & People management skills
  •  Strong focus on delivering exceptional customer service and client satisfaction.
  •  Ability to understand customer needs and work with internal teams to ensure service excellence

Education Qualification: - Graduation

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