Job Description:

BASIC PURPOSE:

The Senior Manager – Operations (BPS) will be responsible for leading and managing end-to-end business process operations to ensure seamless service delivery, operational excellence, and client satisfaction. The role focuses on driving performance across multiple projects or client accounts, optimizing processes for efficiency and quality, and ensuring adherence to SLAs, compliance, and organizational goals.
This leader will play a critical role in building high-performing teams, enhancing customer experience, and supporting business growth through process innovation and operational transformation initiatives.

ESSENTIAL FUNCTIONS:

Key Responsibilities:

Operational Leadership

· Oversee day-to-day delivery across multiple BPS functions (voice/non-voice/back-office processes).

· Ensure achievement of SLAs, KPIs, quality, productivity, and compliance targets.

· Drive process excellence initiatives and continuous improvement frameworks (Lean, Six Sigma, etc.).

· Manage operational budgets, workforce planning, and cost optimization initiatives.





Client and Stakeholder Management

· Act as the primary point of contact for key clients, ensuring operational transparency and trust.

· Conduct regular business reviews with clients and internal leadership to assess performance and improvement areas.

· Support transitions, migrations, and current process setups with a strong focus on governance and quality.

Team Management & Leadership

· Lead a team of Managers/Assistant Managers and large teams across multiple shifts and locations.

· Foster a culture of performance, accountability, and employee engagement.

· Drive learning, development, and succession planning within the operations team.

Quality, Compliance & Risk

· Ensure strict adherence to company policies, data privacy, and information security standards.

· Conduct operational audits, risk assessments, and implement mitigation plans.

· Drive initiatives to improve CSAT/NPS, redu

📌 Senior Manager Operations (Pune)
🏢 HigHRise Solutions
📍 Pune