Telecom Operations Manager

6 days ago

Jamnagar, Gujarat, India beBeeLeadership Full time ₹ 1,20,00,000 - ₹ 2,16,00,000
Senior Leadership Position: Telecom Operations Management

Job Overview:

We seek a seasoned leader to oversee the management of our premium US Telecom customer. As the primary point of contact for internal and external stakeholders, you will ensure alignment with contractual obligations and service excellence.

Key Responsibilities:

  • Operational Excellence: Lead operational improvements, optimize resource allocation, and track progress against defined business goals.
  • Domain Capability: Strengthen domain capabilities through continuous improvement and talent development.
  • Strategic Planning: Develop strategies aligned with growth objectives. Lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.
  • Business Growth: Collaborate with Sales & Marketing teams across geographies to support and drive business expansion.
  • Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with the client.
  • P&L Ownership: Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.
  • Team Management: Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand.
  • Client Satisfaction: Act as the 'Voice of the Customer' by building strong client relationships and ensuring high levels of satisfaction.
  • Best Practices: Develop, share, and implement best practices across service offerings and domains.

Requirements:

  • Experience: 15+ years of experience in operations within a BPO/Outsourcing space in customer service domain, with at least 3+yrs supporting US Telecom in messaging domain.
  • Industry Knowledge: Strong understanding of business trends, emerging technologies, and industry best practices.
  • Analytical Acumen: Ability to streamline complex processes and make data-driven decisions.
  • Leadership: Proven success in leading large teams (HC of 500+ FTEs), attracting and developing talent, and fostering a high-performance culture.
  • Performance Management: Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics, consistently meeting or exceeding SLAs.

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