Senior Manager, Operations

The Role :

The Delivery Leader, Operations will be responsible to manage the service delivery for a domestic banking customer. 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. We are looking for a dynamic people leader who understands the - bigger picture and can balance strategic vision and thought leadership with execution excellence.

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 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. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

Strategy : Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)

Client Satisfaction : Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.

Business Growth : Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.

Compliance : Ensure compliance with all client regulatory requirements

Profile & Experience

• 12+ years of operations experience within a BPO / Contact Centre with last few years in managing and running banking operations.
• Expertise in Operations, KPI Delivery & Client Management
• Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members.
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting / exceeding contractual service level performance requirements.
• Experience of managing P&L, driving performance and growing businesses
• Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders.
• Strong internal client-facing skills with excellent communication, negotiation and conflict management skills.
• Analytical acumen and the ability to streamline complex processes.