Senior Manager - Business Operations - BPO - US Shift

Operational Leadership:

- Lead and manage multiple BPO teams to deliver consistent and exceptional service to clients.

- Ensure that all operations are carried out in an appropriate, cost-effective way.

- Enhance operational systems, processes, and best practices to guarantee performance targets and quality standards are met.

Strategic Planning:

- Develop and implement strategic plans to improve operational efficiency and effectiveness.

- Collaborate with senior management to align operational strategies with business goals and client needs.

- Conduct regular performance reviews and adjust strategies to meet evolving business demands.

Client Relationship Management:

- Maintain and build strong relationships with clients, understanding their needs and ensuring their satisfaction with our services.

- Act as a primary point of contact for client communications and escalations, resolving issues promptly and effectively.

- Prepare and present regular performance reports to clients, highlighting successes and areas for improvement.

Team Management:

- Recruit, train, and mentor operations team members, fostering a culture of high performance and continuous improvement.

- Conduct regular team meetings to review performance metrics, address challenges, and align on goals.

- Promote a positive work environment that encourages collaboration and innovation.

Process Improvement:

- Identify opportunities for process optimization and automation to enhance service delivery and operational efficiency.

- Implement and monitor key performance indicators (KPIs) to track and improve operational performance.

- Lead initiatives to improve customer experience, reduce costs, and increase operational effectiveness.

Compliance and Risk Management:

- Ensure compliance with industry regulations, company policies, and client requirements.

- Identify and mitigate operational risks to ensure the smooth running of all BPO processes.

- Stay updated on industry trends and regulatory changes to proactively address potential challenges.

Qualifications:

Experience and Education:

- Degree in Business Administration, Operations Management, or a related field.

- 4-6 years of experience in a senior operations role within the BPO industry.

- Proven experience in managing large teams and complex operations.

Skills and Competencies:

- Strong leadership and team management skills, with the ability to motivate and develop teams.

- Excellent problem-solving and analytical skills, with a focus on process improvement and efficiency.

- Exceptional communication and interpersonal skills, with the ability to build and maintain client relationships.

- Proficiency in using operational management software and tools.

- Ability to work under pressure and manage multiple priorities effectively.

Personal Attributes:

- Highly organized and detail-oriented.

- Proactive and results-driven with a strategic mindset.

- Strong ethical standards and integrity.

- Adaptable and open to change in a fast-paced environment.

What We Offer:

- Comprehensive health and wellness benefits.

- Opportunities for professional development and career advancement.

- A dynamic and collaborative work environment