Senior Manager - Operations

Job Title

Location

Company

Overview

Key Responsibilities:

• Lead and manage day-to-day operations across large-scale teams (250-300 FTEs), ensuring seamless execution and performance delivery.
• Drive overall sales performance by implementing strategic initiatives that enhance outbound calling productivity and conversion rates.
• Utilize data-driven decision-making to identify performance gaps, optimize processes, and drive continuous improvement across all metrics.
• Maintain strong control over operational efficiency while managing under pressure and ensuring high team morale and sustained productivity.
• Monitor and manage attrition trends proactively, implementing retention strategies to maintain team stability.
• Ensure adherence to client SLAs and internal compliance standards, while aligning closely with cross-functional stakeholders to achieve business goals.
• Apply industry best practices to optimize quality, performance, and customer experience consistently.

Requirements:

• 7-10 years of experience in BPM operations preferably from Banking or Insurance sector, with at least 3 years in a senior leadership role

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• Strong experience in sales operations under a BPM framework
• Proven ability to manage large teams(minimum of 250+ members) and deliver results under pressure
• Excellent communication, leadership, and stakeholder management skill