Senior Operations Manager

7 hours ago

Agra, Uttar Pradesh, India beBeeLeadership Full time US$ 15,00,000 - US$ 20,00,000
Service Delivery Leadership Role

The Associate Director – Service Delivery is a senior leadership position responsible for overseeing the end-to-end operations of a premium US Telecom customer. As the primary point of contact, this role ensures alignment with contractual obligations and service excellence.

Key Responsibilities:

  • Lead operational improvements across the business vertical, optimizing resource allocation and tracking progress against defined business goals.
  • Strengthen domain capabilities through continuous improvement and talent development.
  • Develop strategies aligned with growth objectives and lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.
  • Collaborate with Sales & Marketing teams to support and drive business expansion.
  • Lead innovation initiatives and other value-added efforts in partnership with the client.
  • Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.
  • Oversee a large, high-performing team, enhancing organizational efficiency, building scalable processes and infrastructure, and aligning delivery capabilities with pipeline demand.
  • Act as the 'Voice of the Customer' by building strong client relationships and ensuring high levels of satisfaction.
  • Develop, share, and implement best practices across service offerings and domains.

Requirements:

  • 15+ years of experience in operations within a BPO/Outsourcing space in the customer service domain, with at least 3+yrs supporting US Telecom in messaging.
  • Strong understanding of business trends, emerging technologies, and industry best practices.
  • Ability to streamline complex processes and make data-driven decisions.
  • Proven success in leading large teams (HC of 500+ FTEs), attracting and developing talent, and fostering a high-performance culture.
  • Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.
  • Track record of driving performance and scaling operations in a matrix-driven organization.
  • Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.

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