Senior Manager - Service Delivery - International Business Unit

Lead and manage daily operations, Team leadership, Drive the operations team to meet and exceed business objectives including financial and operational KPI's.

Responsibilities:

- Lead and motivate operations team and accountable for service delivery to achieve operational metrics

- Ensure SLA's and KPI's are measured and met

- Create plans to Turbo Boost performance with enhanced quality and compliance

- Manage staffing levels, scheduling, and workload distribution to meet operational demands, Workforce Management

- Act as a single point of contact for clients, addressing concerns and ensuring service delivery aligns with contractual agreements

- Ensure Operational governance and Escalation management is followed

- Create positive work environment to encourage professional development

- Collaborate with Talent Acquisition team to recruit best talent

- Identify Operational risks and develop mitigation plans

- Leverage technology and automation tools to enhance operational efficiency and effectiveness

- Foster continuous improvement culture to bring in operational efficiencies

- Manage operational budgets and optimize resource allocation to meet financial targets (Managing P & L and simple margins)

- Ensure reports are created and delivered to all stakeholders, identifying reporting needs and data analytics

- Transition Management and Ensuring training effectiveness is maintained and supporting training team with inputs

- Develop client engagement by conducting client review meetings with key stakeholders

- Ensure performance reviews are conducted across all levels and provide constructive feedforward

- Enhance customer and employee experience

- Coordinate with support functions like Training, HR , Admin, IT team and other departments to resolve issues and concerns of the team