Senior Manager - Operations

Description:

Role Overview

The Team Leader will manage people, processes, and stakeholders for a given operational process. This role ensures day-to-day planning and execution so that teams consistently deliver on speed, accuracy, and productivity within agreed SLA frameworks.

Key Responsibilities:

- Lead and manage a team of 200+ associates to achieve process SLAs (Productivity, TAT, Accuracy).

- Communicate effectively and provide clear direction to meet operational goals.

- Ensure adherence to all relevant processes and compliance standards on the operational floor.

- Apply basic quality concepts such as Lean and waste identification for process improvement.

- Conduct quarterly staffing requirement calculations and share with managers.

- Optimize workflows (pipeline and individual work queues) for efficiency.

- Participate in client calls to understand expectations, provide feedback, and resolve escalations.

- Identify and implement process improvement initiatives to enhance efficiency.

- Monitor quality and productivity metrics; provide one-on-one feedback for performance improvement.

- Handle customer complaints and escalations promptly and effectively.

- Manage team attendance, absenteeism, attrition, breaks, and conduct.

- Drive positive customer service outcomes and motivate team members to deliver exceptional service.

Reporting Relationships:

Direct Reports: Associates & Senior Associates

Qualifications:

- 15+ years of experience in operations leadership.

- Bachelors degree in any stream.

- Experience in process transition will be an added advantage.

- Proficiency in MS Excel, PowerPoint, and Word.

- Excellent communication and stakeholder management skills.