Senior Manager - Operations

Overview

The Team Leader will manage people, processes, and stakeholders for a given operational process. This role ensures day-to-day planning and execution so that teams consistently deliver on speed, accuracy, and productivity within agreed SLA frameworks.

Key Responsibilities :

• Lead and manage a team of 200+ associates to achieve process SLAs (Productivity, TAT, Accuracy).
• Communicate effectively and provide clear direction to meet operational goals.
• Ensure adherence to all relevant processes and compliance standards on the operational floor.
• Apply basic quality concepts such as Lean and waste identification for process improvement.
• Conduct quarterly staffing requirement calculations and share with managers.
• Optimize workflows (pipeline and individual work queues) for efficiency.
• Participate in client calls to understand expectations, provide feedback, and resolve escalations.
• Identify and implement process improvement initiatives to enhance efficiency.
• Monitor quality and productivity metrics; provide one-on-one feedback for performance improvement.
• Handle customer complaints and escalations promptly and effectively.
• Manage team attendance, absenteeism, attrition, breaks, and conduct.
• Drive positive customer service outcomes and motivate team members to deliver exceptional service.

Reporting Relationships :

Direct Reports : Associates & Senior 15+ years of experience in operations leadership.

(ref : iimjobs.com)