Description
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 robust, 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 wit

📌 Senior Manager Operations (Mumbai)
🏢 DATAMARK
📍 Mumbai