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Senior Operations Manager, Service Delivery Excellence

1 week ago

Bengaluru, Karnataka, India ReSource Pro Full time

About the Role:

The Senior Operations Manager, Service Delivery Excellence will be responsible for overseeing the daily operations of client teams to ensure client satisfaction.

Key Responsibilities:

  • Coach and develop team members to excel in client management and people management
  • Ensure effective management of daily operations and onboarding processes to maintain client satisfaction
  • Drive improvements in client experience and support business development efforts
  • Tackle high-impact client issues with root cause analysis and resource coordination
  • Lead departmental and cross-functional initiatives aligned with corporate goals
  • Balance employee engagement, client satisfaction, and budget management

Talent Management:

The successful candidate will manage and coach direct reports to be effective in both client management and people management. They will identify, develop, and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation.

Client Services:

They will oversee the daily operations of each client team to ensure client satisfaction; manage email, phone, or in-person interactions with clients to maintain and enhance client relationships; execute company-wide client-related programs to ensure consistent service delivery and brand promises.

Problem Solving:

They will resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources, and acquiring support from different departments and functions.

Managing Projects:

They will stay well-informed of corporate goals and strategies; identify and lead departmental, divisional, or company-level projects; lead assigned cross-function or company-wide activities and projects.

Employee Engagement and Budget:

They will manage staffing levels and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. They will also manage priorities and budgets to meet company, department, and team goals.