Sr. Manager, Operations

The Role: We are looking for a leader to head Service & Operations Delivery business for an International Healthcare account. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company. Essential Job Elements: P&L : Manage P&L of the business operations, including the development and execution of the overall business strategy. Operations : Drive operational improvements for Voice operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals. Team management : Manage high performance teams & Improve organizational efficiencies, and build scalable business processes and infrastructure. Strategy : Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.) Client Satisfaction : Become ‘Voice of the Customer’ & Establish strong relationships with clients. Business Growth : Lead & collaborate efforts with the solutions team for market opportunities. Compliance : Ensure compliance with all client regulatory requirement. Profile & Experience 12+ years of operations experience within a BPO / Contact Centre with last few years managing and running the operation. Experience in customer service and international voice domain is mandate for the role. Comfortable to work in US shift (Work from office role) Expertise in Operations, KPI Delivery & Client Management Successful track record in growing and inspiring large teams approx. 300+ HC, with proven ability to select, attract, motivate, retain, and develop leaders and team members Experience of managing P&L, driving performance and growing businesses. Experience with a matrix driven global organization Proven track record of building strong relationships with stakeholders Show more Show less