Senior Manager, Customer Service Operations

18 hours ago

Bareilly, Uttar Pradesh, India beBeeStrategic Full time ₹ 1,80,00,000 - ₹ 2,50,00,000
**Job Description**The role involves overseeing the end-to-end operations of a program, acting as a key liaison between external clients, internal operations, and support teams. The incumbent will ensure alignment with contractual obligations and service excellence.**Key Responsibilities:**
  • Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.
  • Strengthen domain capabilities through continuous improvement and talent development.
  • Develop strategies aligned with growth objectives, lead cross-functional planning for budgets, expansion, service design, operational costs, and hiring.
  • Collaborate with Sales & Marketing teams across geographies 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, enhance organizational efficiency, build scalable processes and infrastructure, and align 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.
  • Evaluate compliance with client-specific regulatory requirements and internal standards.
**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.
  • 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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