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Sr. Manager, Operations

Sr. Manager, Operations

ConcentrixMumbai, Maharashtra, India
15 days ago
Job description

The Role :

We are looking for a leader to head Service & Operations Delivery business for an International Healthcare account. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.

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 Voice operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.
  • Team management : Manage high performance teams & Improve organizational efficiencies, and build scalable business processes and infrastructure.
  • Strategy : Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)
  • Client Satisfaction : Become ‘Voice of the Customer’ & Establish strong relationships with clients.
  • Business Growth : Lead & collaborate efforts with the solutions team for market opportunities.
  • Compliance : Ensure compliance with all client regulatory requirement.

Profile & Experience

  • 12+ years of operations experience within a BPO / Contact Centre with last few years managing and running the operation.
  • Experience in customer service and international voice domain is mandate for the role.
  • Comfortable to work in US shift (Work from office role)
  • Expertise in Operations, KPI Delivery & Client Management
  • Successful track record in growing and inspiring large teams approx. 300+ HC, with proven ability to select, attract, motivate, retain, and develop leaders and team members
  • Experience of managing P&L, driving performance and growing businesses.
  • Experience with a matrix driven global organization
  • Proven track record of building strong relationships with stakeholders
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    Operation Manager • Mumbai, Maharashtra, India