Responsibilities

• Lead and manage the operations to ensure the achievement of client KPIs and SLAs.
• Develop and implement strategic plans to improve operational efficiency and effectiveness.
• Monitor and analyze operational performance metrics, providing regular reports to senior management.
• Foster a positive work environment that encourages teamwork, innovation, and continuous improvement.
• Ensure compliance with company policies, industry regulations, and client requirements.
• Oversee staffing, training, and development of team members to enhance skill levels and career growth.
• Manage budget and resource allocation to maximize operational productivity and cost-efficiency.
• Act as the primary point of contact for clients, addressing concerns and ensuring satisfaction.
• Collaborate with cross-functional teams to drive process improvements and resolve operational challenges.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Identify and implement opportunities for automation and technology enhancements to streamline operations.
• Ensure robust risk management and business continuity plans are in place.
• Lead and participate in client meetings and business reviews to present operational performance and discuss improvement plans.
• Encourage a culture of innovation, accountability, and continuous improvement across the site.
• Lead crisis management efforts and ensure timely resolution of operational issues.
• Develop and maintain an effective communication strategy to keep all stakeholders informed and engaged.

Qualifications we seek in you!

Minimum qualifications

• Bachelor’s or equivalent education in Business Administration, Management, or a related field.
• Minimum of 8 years of experience in operations management, preferably in the BPO industry.
• Proven leadership experience with a track record of managing large teams and achieving operational excellence.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to build relationships with clients and team members.
• Knowledge of industry regulations and compliance requirements.

Preferred Qualifications

• Finance or Insurance background is an advantage
• Experience with process improvement methodologies such as Lean Six Sigma.
• Familiarity with the latest technologies and trends in the BPO industry.
• Occasional travel may be required to meet with clients or attend industry events.