Job Overview
Drive business growth by leading continuous improvement initiatives and collaborating with cross-functional teams to enhance efficiency, reduce costs, and improve service quality.
The Operations Manager will provide timely and meaningful reporting to senior management, develop strategies to ensure account profitability, handle client interactions, and manage escalations.
Key responsibilities include:
* Conducting regular reviews with Account Managers and other departments to ensure SLA adherence
* Monitoring daily productivity against defined service level standards
* Coaching and monitoring Team Leads and AMs in day-to-day operations and people management
Required skills and qualifications include:
* Strong knowledge of BPS operations and service delivery models
* Proficiency in process mapping tools and data analysis (Excel, Power BI)
* Excellent communication and stakeholder management skills
* Ability to manage multiple projects and deliver within timelines
Qualifications include a Bachelor's degree in Business, Engineering, or related field and 3–5 years of experience in process improvement within BPS or shared services.