Work Mode Work From Office Shift Timing 6 00 PM - 3 00 AM Night Shift Experience 8-12 Years Operations Role Summary We are hiring a Senior Manager - Operations to lead international non-voice processes The role requires strong people management ownership hands-on operations experience and the ability to manage client expectations escalations KPIs attrition and shrinkage in a night-shift setting Key Responsibilities KRAs People Management Key Highlighted KRA Lead and manage large non-voice operations teams Own attrition management shrinkage control and workforce stability Monitor productivity utilization attendance and absenteeism Conduct performance reviews coaching mentoring and team development Drive employee engagement and build second-line leadership Operations Management Non-Voice Manage end-to-end non-voice operations for international clients Ensure adherence to SLAs quality benchmarks and turnaround times Identify process gaps and implement continuous improvements Maintain operational discipline during night shifts Client Handling Escalation Management Handle international client communication and relationship management Own and resolve client escalations with effective root-cause analysis Lead weekly monthly operational reviews with clients Performance KPI Reporting Define track and drive KRAs KPIs and SLAs Prepare MIS dashboards and analytical reports Strong working knowledge of MS Excel advanced Create and present management and client presentations PowerPoint Required Skills Experience Strong operations management experience mandatory Proven experience in international client handling Mandatory experience in non-voice processes Strong people management background Hands-on expertise in attrition shrinkage management Excellent Excel PowerPoint skills Experience with KRA KPI SLA tracking and escalation management Comfortable working 6 PM - 3 AM night shift from office Job Types Full-time Permanent Pay 717 422 21 - 1 000 000 00 per year Benefits Health insurance Provident Fund Work Location In person

📌 Sr. Manager Operations (Uttar Pradesh)
🏢 Important Business
📍 Uttar Pradesh