Senior Manager - Operations
$150,000–$150,000 year
On-siteThāne, Maharashtra, India
Job Summary
Manage P&L responsibility and accountability for the SC+ business while leading Voice and non-voice Operations Functions, including Collections Domain, Client Servicing, and SLA management. Drive strategic and tactical direction to the operations group with over 1000+ employees, overseeing process re-engineering, succession planning, and system roll-outs to ensure no disruption to service delivery. Ensure timely achievement of SLAs with zero revenue shrinkage, maintain productivity and staffing levels for cost management, and collaborate with leaders across Implementations, Client Relations, Sales, Compliance, and IT. Build and develop the operations leadership team while promoting operational excellence through continuous improvement and customer satisfaction.
Required Qualifications
- PG / MBA in Management
- 15 years in BPO environment in domestic set up
- Last 4+yrs as a P&L lead
Desired Qualifications
- Experience in general operations, preferred from call centre / collections background
- Would be reporting to Head of Domestic Business
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