Senior Manager

Job Description

Job Description Position Title, Responsibility Level Senior Manager: Operations Function Blended (Voice, Email, Chat & back office) Reports to AVP Permanent/ Temporary Permanent Span of Control N/A Location Pune, India Basic Function Operational Strategy & Execution: Develop and implement operational strategies aligned with company goals. Identify opportunities to improve operational efficiency and productivity. Team Leadership & Development: Lead, mentor, and manage operations staff and mid-level managers. Foster a culture of accountability, continuous improvement, and excellence. Process Improvement: Analyze workflows, identify bottlenecks, and implement process enhancements. Use data and metrics to evaluate performance and implement corrective actions. Budgeting & Cost Management: Develop and manage budgets, forecasts, and cost-control initiatives. Collaborate with finance to monitor expenses and maximize ROI. Compliance & Risk Management: Ensure compliance with regulatory requirements and company policies. Identify operational risks and develop mitigation plans. Stakeholder Management: Work cross-functionally with departments like Sales, HR, Finance, and IT. Act as a key liaison between operations and executive leadership. Essential Functions We are seeking a highly skilled and experienced Senior Operations Manager to oversee and optimize the daily operations of our organization. This role is crucial for ensuring operational efficiency, improving service delivery, and driving strategic initiatives. The ideal candidate will have strong leadership capabilities, a data-driven mindset, and a track record of managing cross-functional teams in a fast-paced environment. Skills Technical Skills Bachelor’s degree in Business Administration, Operations Management, or a related field (MBA preferred) 6+ years of experience in operations management, with at least 3 years in a senior leadership role Proven track record of managing large teams and driving operational excellence Strong analytical and problem-solving skills Excellent communication, leadership, and organizational abilities Proficiency in operational tools (e.g., ERP systems, project management software, data analytics platforms Process Specific Skills Training Program Development: Collaborate with stakeholders to identify training needs and objectives. Design and update training materials in alignment with organizational goals. Conduct engaging training sessions and monitor participant progress. Provide timely feedback and coaching to enhance performance. Stakeholder Engagement And Collaboration Collaborate effectively with cross-functional teams to ensure alignment. Support HR initiatives related to talent management and development. Serve as a trusted advisor on training and quality-related matters within the organization. Data analysis & insights sharing. Proficient in Stakeholder management and People Management, to ensure improvement initiatives are driven till logical closure. Drive quality initiatives to ensure superior service delivery by meeting / exceeding customer and stakeholders’ requirements. Satisfactory completion for Internal Corporate Audits and External audits. Soft Skills (Desired) Excellent written and verbal communication skills. Strong critical thinking skills and attention to detail. Preferably a C1 CEF level Soft Skills (Minimum) At least a B2 CEF level Education Requirements Required Qualifications Bachelor’s degree in business administration, Human Resources, Education, or a related field. Master's degree preferred. Proven experience (15 years) in training and quality management within a blended contact centre environment, preferably in the customer service industry. Strong understanding of contact centre operations, including call handling, email management, chat support, and back-office processes. Demonstrated expertise in instructional design, adult learning principles, and training delivery methodologies. Excellent analytical skills with the ability to interpret data, identify trends, and develop actionable insights. Exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization. Strong leadership capabilities, with a track record of building and managing high-performing teams. Preferred Qualifications Certifications such as Six Sigma Black-Belt, Certified Professional in Learning and Performance (CPLP) or Certified Customer Experience Professional (CCXP) are a plus. Work Experience Requirements Minimum 15 years of total work experience Customer service experience preferred Acknowledgement (acknowledge that the information contained in this document is factual and complete) ___________________________________ ___________________________________________ ____________________________ Candidate Supervisor/Manager Date Show more Show less