Senior Operations Manager

9 hours ago

Mangalore, Karnataka, India beBeeOperations Full time ₹ 10,82,000 - ₹ 1,51,60,000

Role Overview

  • Key Responsibilities:

The role of the Senior Operations Manager is to oversee end-to-end operations and act as a key liaison between external clients and internal teams. The primary objective is to ensure alignment with contractual obligations and service excellence.

Key Job Elements:

  • Operational Efficiency: Lead improvements, optimize resource allocation, and track progress against business goals.
  • Domain Expertise: Strengthen 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 business expansion.
  • Innovation & Value Addition: Lead innovation initiatives in partnership with the client.
  • P&L Ownership: Manage P&L for business operations, including strategic plans to drive profitability and growth.
  • Team Leadership: Oversee a large team, enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand.
  • Client Satisfaction: Act as 'Voice of the Customer' by building strong client relationships and ensuring high levels of satisfaction.

Requirements:

  • 10+ years of experience in operations within BPO/Outsourcing space in customer service domain, with at least 3+yrs supporting US Telecom.
  • 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, attracting and developing talent, and fostering a high-performance culture.
  • Demonstrated ability to improve performance across quality, efficiency, and effectiveness metrics.
  • Track record of driving performance and scaling operations in a matrix-driven organization.
  • Strong stakeholder management skills with excellent communication, negotiation, and conflict resolution abilities.

Benefits:

  • Opportunity to lead high-performing teams and drive business growth.
  • Collaborative work environment with experienced professionals.
  • Professional development opportunities to enhance skills and knowledge.
  • Competitive compensation package with benefits.

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