Senior Manager Operations

BASIC PURPOSE:

The Senior Manager – Operations (BPS) will be responsible for leading and managing end-to-end business process operations to ensure seamless service delivery, operational excellence, and client satisfaction. The role focuses on driving performance across multiple projects or client accounts, optimizing processes for efficiency and quality, and ensuring adherence to SLAs, compliance, and organizational goals.
This leader will play a critical role in building high-performing teams, enhancing customer experience, and supporting business growth through process innovation and operational transformation initiatives.

ESSENTIAL FUNCTIONS:   

Operational Leadership

· Oversee day-to-day delivery across multiple BPS functions (voice/non-voice/back-office processes).

· Ensure achievement of SLAs, KPIs, quality, productivity, and compliance targets.

· Drive process excellence initiatives and continuous improvement frameworks (Lean, Six Sigma, etc.).

· Manage operational budgets, workforce planning, and cost optimization initiatives.

Client and Stakeholder Management

· Act as the primary point of contact for key clients, ensuring operational transparency and trust.

· Conduct regular business reviews with clients and internal leadership to assess performance and improvement areas.

· Support transitions, migrations, and new process setups with a strong focus on governance and quality.

Team Management & Leadership

· Lead a team of Managers/Assistant Managers and large teams across multiple shifts and locations.

· Foster a culture of performance, accountability, and employee engagement.

· Drive learning, development, and succession planning within the operations team.

Quality, Compliance & Risk

· Ensure strict adherence to company policies, data privacy, and information security standards.

· Conduct operational audits, risk assessments, and implement mitigation plans.

· Drive initiatives to improve CSAT/NPS, reduce errors, and enhance process stability.

Strategic Initiatives

· Partner with senior leadership to align operational goals with business objectives.

· Lead automation and digital transformation initiatives to enhance efficiency and accuracy.

· Provide analytical insights and dashboards for informed decision-making. 

REPORTING RELATIONSHIPS: 

· Will report to Vice President – India Location Head

QUALIFICATIONS:

Educational Qualification:

· Bachelor's Degree (mandatory) – preferably in Business Administration, Commerce, Management, or related disciplines.

· Master's Degree (preferred) – MBA or PGDM in Operations Management, General Management, or Business Process Management from a recognized university or institution.

· Strong academic foundation in business, analytics, or operational excellence principles.

Professional Certifications (Advantageous):

· Lean Six Sigma Certification:

o    Green Belt required; Black Belt preferred for driving process improvement and quality initiatives.

· Project Management Certification:

o    PMP (Project Management Professional) or PRINCE2 certification preferred to manage complex transitions and multi-project operations.

· Quality & Compliance Certifications:

o    ISO 9001 / ISO 27001 awareness or internal auditor certification is an advantage.

· Automation / Digital Transformation Exposure:

o    Familiarity with RPA tools (UiPath, Automation Anywhere, Blue Prism) or process mining tools is desirable.

· Data Analytics / Reporting Tools:

o    Exposure to Power BI, Tableau, or advanced Excel for performance analytics and dashboard reporting.

Experience-Linked Expectations:

· Proven track record of managing large-scale BPS operations with 18+ years of progressive experience.

· Minimum 5 years in a leadership role managing multi-client or multi-process environments.

· Experience in driving continuous improvement, automation, and transformation initiatives.

· Strong understanding of quality frameworks, compliance standards, and client governance models.