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Open nowPosted 9 hours ago

Senior Manager Operations

Workable (global search)107,892 open roles

Where
Mumbai, MH, India
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Your applicationOpen nowSenior Manager OperationsWorkable (global search) · Mumbai, MH, India

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

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The clock on this job

Early applications get read.

8.1% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 3 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.6%3 days
  3. 8.1%7 days
  4. 15.1%14 days
  5. 33.9%30 days
This job: posted 9 hours ago

Workable (global search) median: 3 days open

The posting

Key Responsibilities

Operational Management

  • Lead and manage daily BPO operations across both Voice and Non-Voice processes, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Develop, implement, and refine operational strategies that ensure high levels of efficiency, quality, and customer satisfaction.
  • Oversee execution of production plans and monitor team performance metrics to drive continuous improvement.
  • Handle high-level client escalations effectively and ensure issues are resolved promptly and professionally.

Team Leadership

  • Lead, mentor, and develop a large workforce including managers and frontline employees (minimum 250 FTEs).
  • Conduct performance reviews, drive individual development plans, and implement team training programs to elevate skills and capabilities.
  • Promote a culture of accountability, collaboration, and continuous learning within the team.
  • Monitor workforce productivity and implement workforce management practices including shrinkage and attrition control.

Client Relationship Management

  • Act as the key point of contact for client accounts, ensuring strong, trust-based relationships.
  • Conduct regular client engagements including Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs).
  • Identify and recommend operational improvements, value-add opportunities, and cross-sell/upsell solutions aligned with client goals.
  • Ensure customer satisfaction and long-term retention by proactively managing expectations and service delivery.

Process Improvement & Automation

  • Lead process excellence initiatives with a focus on reducing inefficiencies, improving turnaround time, and enhancing service quality.
  • Identify and implement process automation and digitization solutions in collaboration with technology and transformation teams.
  • Standardize best practices across operations to ensure consistent performance and scalable delivery models.
  • Drive compliance with internal controls, client requirements, and relevant industry standards.

Financial Management

  • Prepare, manage, and track operational budgets, ensuring optimal resource allocation and cost-effectiveness.
  • Monitor financial metrics such as gross margin (GM), cost per transaction, and overall profitability.
  • Use financial insights to make informed decisions that align operational strategies with company goals.
  • Support strategic planning through accurate financial forecasting and capacity planning.

Reporting & Data Analytics

  • Generate and present detailed reports on operational, financial, and client satisfaction metrics to senior leadership.
  • Leverage advanced Excel and BI tools to analyze performance trends, operational bottlenecks, and improvement areas.
  • Utilize data-driven insights to support key business decisions and strategic initiatives.
  • Ensure accurate and timely reporting to internal stakeholders and clients.

Location: Thane, Maharashtra, India

Work Type: Full-time | Flexible for 24/7 Shifts

Travel Requirement: US Travel (as required)

Experience Required: 12–18 years

Reporting To: Site Leader

Requirements

  • 12–18 years of experience in BPO operations, with a strong focus on both Voice and Non-Voice services.
  • Minimum 3–5 years in a managerial role overseeing large-scale operations.
  • Extensive experience in international BPO data entry processes.
  • Strong background in capacity planning, budget control, and resource forecasting.
  • Expertise in attrition calculation, shrinkage management, and workforce analytics.
  • Proven experience in client-facing roles, particularly in QBR and MBR presentations.
  • Demonstrated ability in calculating and managing Gross Margin.
  • Experience in implementing process automation and operational excellence frameworks.
  • Proficient in MS Excel and other data management/reporting tools.
  • Valid Passport required; prior US business travel experience is a plus.
  • Excellent communication, leadership, and stakeholder management skills.

Benefits

  • Provident Fund (PF) – Statutory savings and retirement benefit.
  • Gratuity – Provided as per applicable laws to reward long-term tenure.
  • Mediclaim Insurance – Comprehensive health insurance coverage for employees and dependents.
  • International Travel Opportunities – Especially to the US; candidates must hold a valid Passport.
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