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Sr. Manager, Operations

Sr. Manager, Operations

ConcentrixHyderabad, Telangana, India
13 days ago
Job description

THE ROLE :

We are looking for a leader to head Tech Support Operations for India market for a leading OEM. The incumbent will bring extraordinary focus and expertise in designing, implementing and scaling a dynamic operation and organization focused on the customer-centricity, team growth and well- being and operational rigor.

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 business vertical including optimizing resource allocation across teams, measuring progress against business goals.
  • Team management : Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.
  • Strategy : Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)
  • Business Growth : Support business growth by collaborating with Sales & marketing across geographies.
  • Best practices : Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.
  • Innovation : Lead innovation & value add efforts between Client and Concentrix.
  • Domain Capability : Strengthen domain capabilities.
  • Compliance : Ensure compliance with all client regulatory requirements
  • Client Satisfaction : Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.

PROFILE & EXPERIENCE

  • 12+ years of operations experience within a BPO / Contact Centre with last few years managing and running the operations.
  • Experience of working with Technical clients (domain / industry / customer) with expertise in Tech Support will be preferred.
  • Candidate to have some prior experience in managing tech businesses.
  • Proven track record in leading and motivating large teams, with the ability to attract and nurture talent.
  • Demonstrated success in exceeding performance metrics and contractual obligations.
  • Experience in building relationships within a matrix-driven organization
  • Strong client-facing communication and negotiation skills
  • Analytical acumen to streamline complex processes.
  • MBA / PG Degree would be an advantage.
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    Operation Manager • Hyderabad, Telangana, India

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