Senior Global Operations Manager

7 days ago

Chennai, Tamil Nadu, India beBeeService Full time ₹ 1,00,00,000 - ₹ 1,20,00,000

Job Summary:

We are seeking an experienced Offshore Service Delivery Manager to lead and manage our offshore service delivery operations.

This role plays a critical part in determining the current and future strategy and execution for successfully transitioning on-shore and BPO scopes to India. The manager will be responsible for delivering high-quality Operations Support Services to our US Operations through our India-based teams, ensuring alignment with global standards, client expectations, and operational SLAs.

Key Responsibilities:

  • Manage and mentor a team of leads and their teams across multiple scopes of work across Divisions including production level positions in Records, Reporting, and Process Services
  • Oversee hiring, training completion, performance evaluations, and career development of support staff
  • Ensure support coverage and efficient shift scheduling to allow for seamless hand-offs between the India and US operations

Operational Excellence:

  • Initial duties include collaboration with colleagues in Operations and Change Management to enact a smooth capability build-out and transition of all jobs from BPO providers and onshore US
  • Drive consistent service delivery aligned with SLA/KPI targets both internally and as required by our US-based colleagues
  • Ensure adherence to best practices, incidents, problems, and change management processes
  • Monitor SOP adherence, issue escalation resolution timelines and meeting internal KPIs

Stakeholder Coordination:

  • Act as the primary escalation point of contact for US and India stakeholders
  • Facilitate effective communication between US and India leadership and their teams
  • Lead regular service reviews, provide performance reporting and drive cross-continent governance of all operational requirements

Process Improvement:

  • Identify opportunities for automation, knowledge base enhancements, and process optimization
  • Implement tools and practices to improve service delivery
  • Conduct root cause analysis for recurring issues and drive preventive measures

Compliance & Documentation:

  • Ensure documentation of processes, SOPs, and support playbooks
  • Ensure compliance with security, privacy, and governance policies

Required Qualifications:

  • Bachelor's degree in operations, Process Excellence, Engineering, or related field
  • 8+ years of Off-shore service delivery experience with at least 3 years in a managerial role
  • Experience working with global teams and managing offshore delivery
  • Strong understanding Off-shore/on-shore frameworks (preferably an IAOP certification)
  • Excellent communication, leadership, and problem-solving skills
  • Proficiency with project management tools (MS Project or similar)

Preferred Qualifications:

  • Experience in managing transitions of transactional support service scopes from the US to India
  • Familiarity with differences in US and India culture and how to manage in both environments
  • Managing teams in support of US client environments and time zones

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