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

Senior Manager - Operations

Roles and Responsibilities:

- Drive strategic initiatives to improve operational efficiency and service delivery across multiple outsourcing functions, including QA, Training, and MIS.

- Lead and manage cross-functional teams to meet and exceed client expectations while aligning with organizational objectives.

- Cultivate and strengthen client relationships to ensure high satisfaction levels and long-term partnerships.

- Identify and implement growth opportunities through effective business development strategies.

- Employ Lean and Six Sigma methodologies (Yellow/Green Belt preferred) to drive continuous improvement and optimize processes.

- Oversee the performance of travel and tour operator business operations, leveraging industry-specific knowledge.

- Develop and monitor key performance indicators, ensuring data-driven decision-making for achieving operational excellence.

- Champion a culture of innovation, collaboration, and performance-driven outcomes within the organization.

Qualifications:

- Minimum 8-10 years of experience in a senior leadership role within an international BPO.

- Proven expertise in managing client relationships and delivering exceptional client satisfaction.

- Demonstrated experience in business development and driving revenue growth.

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

- Strong understanding of outsourcing operations, including QA, Training, and MIS functions.

- Preferred experience in the travel or tour operator business