Senior Operations Manager
Key Responsibilities:
- Operational Efficiency & Process Optimization: Identify and implement process improvements to reduce inefficiencies, lower costs, and enhance the quality of service delivery operations. Optimize the use of technology, including PSA (Professional Services Automation) tool, project management software, and other systems to track performance and deliver insights for better decision-making.
- Resource Management: Oversee the global Supply & Demand of project resources, ensuring the right skills are available at the right time to meet client demands.
- Financial Management & Budgeting: Establish financial reporting mechanisms to track costs, identify trends, and make recommendations for improvement. Monitor project profitability, billing, and revenue forecasting, ensuring that the services unit meets financial targets.
- Change Management & Innovation: Lead change initiatives within the Professional Services unit to adopt new tools, processes, or methodologies that improve efficiency and service delivery. Ensure Proper documentation and training is available for new PSA system users.
- Collaboration with Cross-Functional Teams: Work closely with Finance, People Office and Regional Operations teams to ensure alignment key KPIs. Validating Data quality and consistency.
- Lead and manage Team Leaders and Sales Agents to achieve daily, weekly, and monthly sales targets.
- Monitor call quality, floor discipline, and ensure consistent team productivity.
- Prepare and share performance reports with management and clients.
- Conduct performance reviews, coaching, and skill-building sessions.
- Collaborate with HR and Training teams for hiring, onboarding, and development.
- Ensure compliance with client requirements, company policies, and quality standards.
- Assist users in understanding how the app works and help troubleshoot issues.
- Respond to user queries via chat, email, or calls in a friendly and supportive manner.
- Maintain high levels of user satisfaction by providing timely, empathetic assistance.
- Build trust with users by ensuring clear and respectful communication.
- Document key issues, common questions, and user insights for internal teams.
Education:
Bachelor's or Master's degree in Business Administration.
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