We are seeking an experienced and results-driven Senior Operations Manager to lead large-scale service delivery and operational excellence initiatives within our BPM/BPO business. The role requires a strong leader who can manage large teams, drive performance, ensure client satisfaction, and deliver operational efficiency while meeting business objectives.

The ideal candidate will possess extensive experience in customer operations, process management, stakeholder engagement, workforce planning, and continuous improvement initiatives.

Key Responsibilities :

Operations Management :

- Lead end-to-end business operations across multiple processes, accounts, or business units.

- Ensure achievement of operational KPIs including productivity, quality, customer satisfaction, SLA adherence, and profitability.

- Develop and implement operational strategies aligned with organizational objectives.

- Drive process standardization and operational excellence across functions.

Client & Stakeholder Management :

- Build and maintain strong relationships with clients and key stakeholders.

- Act as the primary escalation point for operational and service-related issues.

- Conduct regular business reviews and present operational performance insights.

- Identify opportunities for account growth and value-added service offerings.

Team Leadership :

- Lead, mentor, and develop Operations Managers, Team Leaders, and support functions.

- Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.

- Drive employee engagement, retention, and succession planning initiatives.

- Manage workforce planning and resource optimization.

Performance & Service Delivery :

- Monitor operational metrics and ensure adherence to SLAs, KPIs, and contractual commitments.

- Analyze performance trends and implement corrective actions where required.

- Drive customer-centric initiatives to improve service quality and customer experience.

- Ensure operational readiness for new business transitions and process migrations.

Process Excellence & Transformation :

- Lead Lean, Six Sigma, automation, and digital transformation initiatives.

- Identify process improvement opportunities to enhance efficiency and reduce operational costs.

- Collaborate with technology teams to implement automation and workflow optimization solutions.

- Promote innovation and best practices across operations.

Financial & P&L Management :

- Manage operational budgets and cost optimization initiatives.

- Drive revenue growth, profitability, and margin improvement.

- Monitor financial performance and implement measures to achieve business targets.

- Ensure effective resource utilization and workforce productivity.

Compliance & Risk Management :

- Ensure compliance with company policies, client requirements, and regulatory standards.

- Drive information security, quality assurance, and risk mitigation initiatives.

- Maintain business continuity and operational resilience plans.

Desired Candidate Profile :

- 12 to 21 years of experience in BPM, BPO, Shared Services, Customer Operations, or Service Delivery.

- Proven experience managing large teams (200+ employees preferred).

- Strong understanding of customer service operations, workforce management, quality, and performance management.

- Experience handling international clients and global operations is highly desirable.

- Demonstrated success in driving operational transformation and process excellence initiatives.

- Excellent stakeholder management, communication, and leadership skills.

- Strong analytical and problem-solving capabilities.

- Certification in Lean Six Sigma, COPC, PMP, or similar frameworks will be an advantage.

Education :

- Bachelor's Degree in Business Administration, Commerce, Engineering, Management, or related discipline.

- MBA or Postgraduate qualification preferred.