Sr. Manager, Operations

We are looking for a leader to head Service Delivery & Operation for a premium domestic customer. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling dynamic operations. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.

Essential Job Elements:

P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.

Operations: Drive operational improvements for contact center operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.

Team management: Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

Strategy: Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)

Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.

Business Growth: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.

Risk & Compliance: Ensure compliance with all client regulatory requirements

Profile & Experience
• 12+ years of operations experience within a BPO in customer service domain.
• Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members.
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Experience of managing P&L, driving performance and growing businesses.
• Strong customer service orientation and client management skills.
• Experience with a matrix driven global organization.
• Proven track record of building strong relationships with stakeholders.
• Excellent communication, negotiation and conflict management skills.
• Analytical acumen and the ability to streamline complex processes.
• Flexible working in 6 days working environment