Key Requirements:

We are seeking a seasoned Senior Operations Manager who embodies leadership, innovation, and a deep understanding of people and process management. Here's what we're looking for:

Experience & Expertise:
Minimum of 3+ years in a Senior Manager/Director-level role, preferably within BPO, shared services, or customer support operations.
Proven experience handling Statements of Work (SOW) and managing cross-functional operations.
Core Competencies:
Exceptional interpersonal and communication skills – both written and verbal.
Strong analytical and decision-making abilities; ability to interpret data and drive results.
High cultural sensitivity and awareness, especially around social and political dynamics in supported regions.
Empathy-driven leadership and people-first mindset.
Ability to multitask effectively in a high-pressure, fast-paced environment.

Business-As-Usual (BAU) Operations:

Operational Delivery & Governance:
Oversee the successful execution of SOWs across different verticals of the campaign.
Ensure day-to-day operations meet SLA requirements and client expectations.
Collaborate with internal teams for new launches, project expansions, and effective delivery.
Monitor workforce planning including staffing, coverage, and training needs.
Strategic Translation:
Translate high-level business strategy into tactical execution plans for teams.
Drive measurable outcomes in efficiency, productivity, and cost management.
Ensure operational decisions align with client and company goals.
Risk & Transition Management:
Manage risks by flagging and escalating concerns to relevant stakeholders or clients.
Lead transition management for new projects or expansions including infrastructure, technology, and resource readiness.

Client Relationship Management:

Build and maintain strong client relationships by managing operational touchpoints, service reviews, and communications.
Ensure KPI achievement per contractual SOW (e.g., SLAs, quality, compliance, customer experience).
Facilitate smooth onboarding and transition of new business processes or clients.

Financial Oversight & Profitability Enablement:

Manage financial reporting including revenue forecasting, timecard accuracy, and invoice generation.
Work closely with finance to ensure zero discrepancies in projected vs actual revenue.

People & Team Leadership:

Lead and coach Operations Managers and Team Leaders to drive team performance.
Execute a communication and engagement model that keeps teams informed and aligned.
Provide ongoing mentorship and career development, ensuring high engagement and low attrition.
Champion a performance-driven culture with recognition, feedback, and growth.

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