Senior Manager Business Operations

Job Title: Senior Operations Manager

Location: Sangli, Maharashtra

Department: Operations

Reports to: Director of Operations/General Manager

Company Overview:

The company, a leader in the BPO industry, is expanding its analytics divisions. Our objective is simple: effect a major transformation in the real estate and financial services sector through the development of our proprietary suite of enterprise-grade solutions, powered by cutting-edge artificial intelligence. To this end, we are in search of Senior Full Stack Engineers who possess both the requisite skill set and experience to contribute meaningfully to the inaugural teams efforts.

Job Summary:

As a Senior Operations Manager, you will be responsible for overseeing and optimizing the operational aspects of our BPO services. You will lead multiple teams, ensuring the delivery of high-quality service to our clients. Your role will involve strategic planning, process improvement, and maintaining strong client relationships. This position requires a proactive leader with a deep understanding of the BPO industry and a proven track record of managing and improving operations.

Key Responsibilities:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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:

1. Experience and Education:

- Bachelor's 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.

2. 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.

3. 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.,