Senior Manager - Operations

Job Description: Senior Manager – BPO Operations

Location: Pune, Maharashtra

Work Mode: Work from Office

Experience: 15+ Years

CTC: Up to 35 LPA

Industry: BPO / ITES

Job Overview

InfinityBridge Solutions is hiring an experienced Senior Manager – BPO Operations for a leading BPO organisation in Pune. The role requires a seasoned operations leader with proven experience managing 300+ FTEs, driving operational excellence, maintaining client relationships, and ensuring consistent delivery against SLAs, KPIs, and business targets.

The ideal candidate should have strong expertise in large-scale operations management, multi-layer team leadership, client governance, workforce management, and process profitability.

Key Responsibilities

• Operations Management: Own end-to-end delivery across assigned processes, ensuring adherence to client SLAs, KPIs, quality standards, and turnaround times (TAT).
• Large Team Leadership: Lead and manage a delivery unit of 300+ FTEs through a multi-layer structure of Managers, Assistant Managers, and Team Leaders.
• Performance Management: Monitor and improve key operational metrics, including AHT, FCR, CSAT/NPS, quality, productivity, and TAT.
• Client Relationship Management: Manage client relationships and governance forums, including Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).
• Workforce Management: Drive improvements in attrition, absenteeism, shrinkage, utilisation, and workforce productivity.
• P&L Management: Monitor operational cost drivers, including cost per transaction, utilisation, and profit margins, to achieve business objectives.
• Transition & Ramp-up: Lead new process transitions, operational ramp-ups, and stabilisation activities.
• Continuous Improvement: Drive process optimisation, root-cause analysis (RCA), corrective action plans, and operational excellence initiatives using Lean / Six Sigma methodologies.
• Compliance & Risk Management: Ensure adherence to data privacy, information security, audit requirements, and client compliance standards.
• People Development: Build a high-performing leadership team through coaching, performance reviews, succession planning, and employee engagement.

Mandatory Skills & Qualifications

• Total Experience: Minimum 15+ years of experience in BPO / ITES operations.
• Leadership Experience: At least 5+ years of experience as a Senior Manager or in an equivalent senior operations leadership role.
• Team Size: Proven hands-on experience managing 300+ FTEs through a multi-layer reporting structure.
• Operations Delivery: Strong track record of achieving SLAs, KPIs, productivity, quality, and customer satisfaction targets.
• Client Management: Experience managing client relationships, governance reviews, escalations, and service delivery commitments.
• WFM & Operations Metrics: Strong understanding of Workforce Management (WFM), AHT, FCR, CSAT/NPS, attrition, absenteeism, shrinkage, and productivity metrics.
• P&L & Cost Management: Understanding of operational P&L drivers, cost optimisation, utilisation, and margins.
• Problem-Solving: Expertise in RCA, corrective action planning, and continuous process improvement.
• Education: Graduate in any discipline.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with senior stakeholders and international clients.

Good to Have

• MBA / Postgraduate qualification in Operations or a related field.
• Lean Six Sigma Green Belt or Black Belt certification.
• Experience managing international BPO processes.
• Experience leading teams supporting night-shift operations.

Ideal Candidate Profile

The ideal candidate will be a strategic and hands-on BPO operations leader with experience managing large-scale delivery operations of 300+ FTEs, leading multiple levels of management, ensuring strong client relationships, delivering operational KPIs, and improving profitability while maintaining