Senior Operations Leader

2 days ago

Bengaluru, Karnataka, India beBeeOperations Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Senior Operations Leader - US Telecom Messaging

About the Role:

We seek a seasoned and strategic operations leader to oversee end-to-end program operations for a premium US Telecom customer. The incumbent will act as a key liaison between clients, internal teams, and support staff.

This critical leadership position will influence the growth trajectory of one of our most dynamic business verticals, ensuring alignment with contractual obligations and service excellence.

Key Responsibilities:

  • Operational Excellence: Lead operational improvements, optimize resource allocation, and track progress against defined 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 business expansion.
  • Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with the client.
  • P&L Ownership: Manage P&L for business operations, including developing and executing 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.
  • Compliance: Ensure full compliance with client-specific regulatory requirements and internal standards.

Requirements:

  • Experience: 15+ years of experience in operations within 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.
  • Business Growth: Track record of driving performance and scaling operations in a matrix-driven organization.
  • Stakeholder Engagement: Strong internal and external stakeholder management skills, with excellent communication, negotiation, and conflict resolution abilities.
  • Education: MBA or Postgraduate degree preferred.

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