Senior Manager Operations (3-6 Years)

Job Description Summary

The Sr man Operations is responsible for coaching and supervising a group of Operations

Managers and/or Team Leaders. This position is responsible for building and maintaining client

relationships, meeting service-level agreements and achieving financial expectations.

- Essential Functions/Core Responsibilities

- Maintain and grow revenue of program(s); responsible for profitability including revenue,

margins, billing, seat utilization and retention.

- Ensures program has proficient training, staff development, and effective employee

relation/recognition programs.

- Selecting, training, developing, and managing performance of direct reports and their

associates; including planning and assigning work for staff per the organization-s

policies and applicable legal requirements.

- Provide leadership and guidance to direct reports to ensure consistent administration of

company policies and standards; define and implement any corrective actions needed to meet

operational performance.

- Analyze and maintain all Client Service Level Agreements; implement improvement plans as

needed.

- Ensure that the operations comply with active contracts

- Oversee client relationships; facilitate open communications, understand client

perspectives/expectations, and monitor client satisfaction.

- Partnering with Business Development to leverage and expand new business from client(s)

- Conduct regular one-on-ones with direct reports to review individual performance, the

performance of their teams and offer ongoing developmental support.

- Create a positive work environment through employee engagement; resolve employee relation

issues in a professional and timely manner.

- Participate in cross-functional meetings to review information received from operational

support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that

resolve issues and drive continuous improvement.

• Experience

  3 - 6 Years

• No. of Openings

  1

• Education

  Diploma

• Role

  Senior Manager Operations

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Type of Job

  Full Time

• Work Location Type

  Work from Office