Senior Manager Operations - BPO

Role & responsibilities

• Operations Management - Lead and oversee the day-to-day operations as per client SLAs.
• Client Management - Ensures customers get value for money, grows outsourced operations and renews outsourcing contracts with Open Destinations.
• Risk Management - Identify and manage operational risks. Ensure adherence to required compliance levels.
• Process Improvement - Identify areas of improvement and add value to the client's business or internal processes.
• Focus on Staff Development - Coach and mentor staff and create a pipeline of second line leadership.

Preferred candidate profile

• Proven experience in Customer Service operations management, with at least 8-10 years in a senior leadership role.
• Strong client management skills and the ability to build and maintain relationships.
• Business Development by increasing existing accounts and maintaining recurring revenues.
• Strong understanding of industry trends, technology updates, and best practices.
• Exceptional leadership, communication, and interpersonal skills.
• Excellent knowledge of process improvement methodologies preferably Lean, Six Sigma - Yellow/Green Belt

• Strategic thinker with a track record of driving operational excellence.
• Good understanding of different functions of outsourcing Operations - QA, Training, MIS.
• Proficiency in data analysis and the ability to use data to make informed decisions.
• Excellent problem-solving and decision-making abilities.
• Experience and understanding of travel or tour operator business.