Senior Operations Manager - GCC

Job Summary - Sr Operations Manager is a professional who ensures that everything runs smoothly from one day to another. They maximize processes and procedures while meeting customer/Client expectations in terms of cost-effectiveness, Growth and Development. Major Areas of Performance 1. Team Leadership and People Management

• Lead, motivate, and manage a team of supervisors, team leaders, and front-line agents to ensure operational goals and KPIs are met.
• Ensure proper staffing levels through effective resource planning, recruitment, and retention strategies.
• Provide regular coaching, feedback, and performance evaluations to direct reports.
• Foster a positive and collaborative work environment, maintaining high levels of team morale and engagement.
• Manage and resolve any HR issues such as performance problems, disciplinary actions, and employee relations matters. 2. Client and Stakeholder Management
• Act as the primary point of contact for clients, managing relationships and ensuring alignment on service expectations, SLAs, and project milestones.
• Conduct regular client meetings to review performance, address issues, and ensure continuous improvement in service delivery.
• Provide strategic input into client proposals, new projects, and scope changes, collaborating with account management teams to secure client satisfaction.
• Ensure all contractual obligations are met, including quality standards, SLAs, and KPIs. 3. Operational Excellence and Process Improvement
• Oversee daily operations, ensuring that processes are streamlined and that tasks are completed in an efficient, accurate, and timely manner.
• Identify and implement process improvements to increase operational efficiency, reduce costs, and enhance service quality.
• Lead root cause analysis for operational inefficiencies or service disruptions and implement corrective actions.
• Ensure consistent adherence to company policies, industry regulations, and best practices. 4. Performance Management and Reporting
• Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs) for individual teams and operations as a whole.
• Analyze operational data to identify trends, areas for improvement, and opportunities for innovation.
• Prepare and present regular reports to senior management on operational performance, including financial performance, productivity, quality metrics, and client satisfaction.
• Take ownership of action plans for underperforming areas and track progress. 5. Quality Assurance and Compliance
• Ensure adherence to quality standards across all operations, conducting regular audits, reviews, and feedback sessions.
• Oversee the development and implementation of quality assurance frameworks to ensure high standards of service delivery.
• Ensure compliance with all relevant regulatory requirements, data protection laws (e.g., GDPR), and client-specific guidelines.
• Drive a culture of continuous improvement through regular quality assessments, training programs, and corrective actions. 6. Budgeting and Financial Oversight
• Assist in budget planning and manage operational costs to ensure profitability and efficiency.
• Monitor and control expenses to stay within budgetary limits, ensuring cost-effective service delivery.
• Identify opportunities for cost-saving initiatives without compromising quality or client satisfaction. 7. Technology and Tools Optimization
• Work closely with IT and technical teams to leverage technology for process automation and improved productivity.
• Ensure the team is trained in the use of operational tools, CRM systems, and other relevant technology to drive efficiency.
• Stay abreast of emerging technologies and trends in BPO operations and apply them where applicable. Qualification Requirements: Bachelor's degree in Business Administration, Operations Management, or related field (Master's degree or MBA preferred). Experience:
• 12+ years of experience in GCC operations with at least 4 years in a managerial or leadership role.
• Proven track record in managing and scaling GCC operations, with a strong understanding of the specific challenges and opportunities in the industry.
• Experience in client-facing roles, managing client relationships, and delivering customer service excellence.
• Familiarity with contact centre technologies, CRM systems, and performance management tools. Skills:
• Strong leadership, team management, and interpersonal skills.
• Excellent communication and presentation skills (written and verbal).
• Strong analytical and problem-solving abilities, with the capacity to make data-driven decisions.
• Experience with performance management, process optimization, and continuous improvement methodologies (e.g., Lean, Six Sigma).
• Sound financial acumen, including budgeting, forecasting, and cost control.
• Knowledge of relevant industry regulations and compliance standards.
• Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment. Core Competencies:
• Leadership & Motivation: Ability to inspire, lead, and build high-performing teams.
• Client Management: Proven ability to develop and maintain strong client relationships.
• Operational Strategy: Ability to develop and implement effective strategies to optimize operations.
• Quality Focus: Strong commitment to maintaining high-quality standards and improving service delivery.
• Data-Driven Decision Making: Ability to analyze data and make informed decisions to enhance performance.
• Adaptability & Problem Solving: Comfortable working in dynamic environments and solving complex operational challenges. Work Environment & Conditions: This is an office-based role Flexible working hours may be required to accommodate clients in different time zones. Occasional travel may be required for client meetings, operational audits, or training.