Operations Manager - Content Moderation Vertical - BPO

A leading BPO in Bangalore is hiring a dynamic and experienced Operations Manager to lead its Content Moderation vertical.

The ideal candidate must currently be working as an Operations Manager in a BPO environment and have proven experience managing large-scale content moderation teams and delivering operational excellence.

Key Responsibilities:

Analyze and maintain all client Service Level Agreements (SLAs) and implement improvement plans as needed.

Drive operational efficiency to meet short and long-term financial objectives, including data management for billable/non-billable hours, forecasting, and budgeting.

Lead and manage performance of direct reports (Team Leads, Assistant Managers, Deputy Managers) through effective training, development, and work assignment.

Monitor and act on key operations metrics, including attendance, productivity, quality, and client scorecards.

Ensure strong client relationship management by participating in business reviews and addressing performance gaps proactively.

Implement and sustain operational excellence through FMEA, capacity planning, and performance management frameworks.

Conduct regular 1:1s with direct reports, offering performance feedback and coaching to align with business objectives.

Collaborate with support functions like HR, Quality, WFM, Training, and Talent Acquisition to drive continuous improvement and issue resolution.

Foster a positive and engaging work culture, managing employee relations with professionalism and care.

Candidate Requirements:

Must be an Operations Manager on paper in a BPO environment.

Mandatory experience in Content Moderation processes (Trust & Safety, User-Generated Content review, etc.

Strong operational expertise in managing large teams, metrics management, and delivering results.

Sound knowledge of Operations Metrics, FMEA, and Capacity Planning.

Proven leadership ability in handling multiple layers of team management (Team Leads, AMs, DMs).

Strong communication and interpersonal skills to manage internal stakeholders and client interactions effectively.

Demonstrated ability to manage complex operational challenges and implement data-driven solutions.

Willingness to work from office in Bangalore.

Qualification: Graduate / Post Graduate.

Preferred Qualifications:

Bachelor's or Master's Degree in Business Administration, Management, or related field.

8+ years of total experience in BPO industry with a minimum of 2+ years in progressive leadership roles.

Experience in managing cross-functional operations and performance improvement projects.

Exposure to global clients and international content moderation standards is a plus