Senior Manager - Operations - BPO

Key Responsibilities:

- Own end-to-end delivery for a domestic banking program with 500-600 team members

- Drive operational excellence, customer satisfaction (CSAT), and SLA compliance

- Manage P&L, budgeting, cost control, and margin optimization

- Build scalable, efficient, and compliant delivery frameworks

- Lead and mentor large teams across functions (operations, quality, training, etc.)

- Strengthen client relationships and drive business growth through strategic engagement

- Ensure full compliance with regulatory and client-specific controls

Ideal Candidate Profile:

- 12+ years of BPO/contact center experience, including recent leadership roles

- Deep exposure to domestic BFSI processes

- Proven ability to manage large teams (250+ headcount)

- Strong track record in P&L management, delivery metrics, and team building

- Excellent client management, stakeholder engagement, and cross-functional collaboration

- Strong analytical, planning, and people leadership skills

Work Days: 6-day week

Shift: General Shift (Domestic process)