Senior Service Operations Manager

3 days ago

Bengaluru, Karnataka, India beBeeService Full time ₹ 1,20,00,000 - ₹ 1,44,00,000
Senior Service Operations Manager

We seek an experienced service leader to oversee end-to-end operations of a high-value customer program. The incumbent will act as key liaison between external clients, internal operations, and support teams.

This role serves as primary point of contact for both internal and external stakeholders, ensuring alignment with contractual obligations and exceptional service delivery.

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.

Requirements:

  • 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.
  • 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 (HC of 500+ FTEs), attracting and developing talent, and fostering a high-performance culture.

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