Senior Manager - Global Operations - BPO

Profile & Experience

- 12+ years of operations experience within a BPO in customer service domain.

- Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members.

- Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.

- Proven ability to drive performance and grow businesses.

- Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders.

- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills.

- Analytical acumen and the ability to streamline complex processes.

- MBA/ PG Degree would be an advantage.

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 business vertical including optimizing resource allocation across teams, measuring progress against business goals.

- Team management: Manage a large, high performance, global team. Improve organizational efficiencies, 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: Build strategy aligned with the growth objectives. 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: Support business growth by collaborating with Sales & marketing across geographies.

- Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.

- Domain Capability: Strengthen domain capabilities.

- Compliance: Ensure compliance with all client regulatory requirements