Sr. Manager, Operations

Job Title:

Sr. Manager, Operations

Job Description

The Role
We are looking for a leader to head Service & Operations Delivery business for a premium global customer. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well- being and operational rigor. We are looking for a dynamic people leader who understands the - bigger picture, and can balance strategic vision and thought leadership with execution excellence.
The Delivery Leader will be responsible to manage the overall operations program scope for an International account and maintain its continuous alignment with strategic business objectives; set program plan and make recommendations to modify it when necessary, set priorities, ensure optimization, and resolve conflicts to enhance effectiveness in reaching business results or strategic goals. 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 solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.
• Compliance: Ensure compliance with all client regulatory requirements

Location:

IND Bangalore - Millenium Towers - MT1

Language Requirements:

Time Type:

Full time

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