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.
