Senior Manager - Operations - BPO (8-10 yrs)

Role Overview:

We are hiring an experienced Senior Operations Manager to oversee and drive excellence in customer service operations for our international BPO.

The role requires strategic leadership, operational expertise, and a proven track record in managing multiple processes and international clients.

You will be responsible for ensuring high-quality service delivery, building client relationships, and identifying growth opportunities within existing accounts.

Key Responsibilities:

Operational Leadership:

- Oversee day-to-day operations across multiple processes, ensuring optimal performance and adherence to service level agreements (SLAs).

- Develop and implement strategies to enhance operational efficiency, customer satisfaction, and overall service quality.

- Drive process improvements using methodologies such as Lean and Six Sigma (Yellow/Green Belt preferred).

Client and Account Management:

- Build and maintain strong relationships with international clients, understanding their needs and ensuring satisfaction.

- Act as a key point of contact for client escalations, ensuring timely and effective resolution.

- Identify and execute growth opportunities within existing client accounts, driving increased revenue.

Team Leadership and Development:

- Lead, mentor, and motivate a team of managers and customer service professionals.

- Conduct performance reviews, identify training needs, and create development plans to build a high-performing team.

- Foster a positive and collaborative work environment to enhance employee engagement and retention.

Strategic Planning:

- Develop and execute operational strategies aligned with organizational goals and client requirements.

- Analyze performance metrics, industry trends, and customer feedback to make informed decisions.

- Collaborate with senior management to establish and achieve business objectives.

Process and Technology Optimization:

- Leverage industry trends and emerging technologies to enhance operational capabilities.

- Ensure seamless integration of new tools, systems, and practices to improve efficiency and effectiveness.

- Monitor and maintain compliance with regulatory requirements and company policies.

Requirements:

Education and Experience:

- Graduate degree or post graduate in Business Management, Operations, or a related field.

- Proven experience of 8-10 years in a senior role in customer service operations management within an international BPO.

Skills and Expertise:

- Client Management: Exceptional ability to build and sustain client relationships.

- Leadership: Strong team management and mentorship skills with a history of leading large teams.

- Business Development: Expertise in growing accounts and ensuring recurring revenues.

- Process Improvement: Knowledge of methodologies like Lean and Six Sigma is preferred.

- Industry Knowledge: Deep understanding of BPO trends, technologies, and best practices.

- Communication: Excellent verbal and written communication skills, with a focus on clarity and persuasion.

Preferred Qualifications:

- Certification in Lean or Six Sigma (Yellow/Green Belt).

- Experience with CRM and other customer service tools.

- Proven ability to manage multiple processes and deliver high-quality service under pressure