Senior Operations Manager - GCC

ADVATIX - Advanced Supply Chain and Logistics · India

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.