Senior Manager - BPO

Description:

About the Role:

The Senior Manager BPO will be responsible for leading large-scale operations, driving performance excellence, and ensuring high service delivery standards within agreed SLAs. The role demands strong leadership, operational expertise, and stakeholder management skills to optimize productivity, enhance customer satisfaction, and ensure process compliance across functions.

Key Responsibilities:

- Lead and manage large BPO teams of 200+ associates, ensuring delivery excellence across all operational metrics.

- Oversee day-to-day operations, ensuring adherence to productivity, turnaround time (TAT), and accuracy within SLA frameworks.

- Develop and implement strategic plans to improve process efficiency, team productivity, and client satisfaction.

- Manage workforce planning, forecasting, and staffing requirements quarterly in collaboration with senior management.

- Monitor, analyze, and optimize workflow and resource utilization to meet dynamic business requirements.

- Drive continuous process improvement using Lean principles and waste identification methodologies.

- Conduct performance reviews, feedback sessions, and coaching to enhance team capability and engagement.

- Handle client communications, escalations, and operational reviews effectively to maintain service quality.

- Collaborate with cross-functional teams to align processes and initiatives with business objectives.

- Ensure strict compliance with organizational policies, quality standards, and information security guidelines.

- Lead transition projects and establish operational frameworks for new processes or clients.

- Maintain high team morale, manage attrition, absenteeism, and conduct, and promote a culture of accountability.

- Prepare and present MIS reports, performance dashboards, and process analytics to senior leadership.

Required Skillsets:

- Proven experience in large-scale BPO operations management (minimum 15 years).

- Strong expertise in people leadership, performance management, and stakeholder communication.

- Excellent understanding of process optimization, Lean principles, and quality frameworks.

- Strong analytical mindset with the ability to interpret data and derive actionable insights.

- Exceptional communication, presentation, and interpersonal skills.

- Proficiency in MS Excel, PowerPoint, and Word for reporting and analytics.

- Ability to handle high-pressure environments and make data-driven decisions.

- Experience in transition management, process migration, and client onboarding.

- Strong organizational and time management skills to manage multiple priorities simultaneously.