Atain is Hiring for- Senior Manager Operations

Job Summary The Senior Manager - Operations will be responsible for leading and managing large-scale customer service operations while ensuring delivery excellence, achievement of business KPIs, client satisfaction, employee engagement, and process optimization. The role requires solid leadership capabilities, stakeholder management skills, and expertise in driving operational performance within a fast-paced BPO environment.

Key Responsibilities

Operational Management

- Lead and oversee end-to-end operations for multiple processes/accounts.
- Ensure achievement of key performance indicators (KPIs), SLAs, quality, productivity, and customer satisfaction targets.
- Drive operational efficiency through continuous improvement initiatives.
- Monitor business performance and implement corrective actions to address operational gaps.
- Manage capacity planning, forecasting, and resource utilization.

Client & Stakeholder Management
- Act as the primary point of contact for client escalations and strategic discussions.
- Build and maintain strong client relationships to ensure high levels of customer satisfaction.
- Present operational reviews, business updates, and performance reports to senior leadership and clients.

People Leadership
- Lead and develop Operations Managers, Team Leaders, and support functions.
- Drive employee engagement, retention, succession planning, and leadership development initiatives.
- Foster a high-performance culture focused on accountability, collaboration, and continuous learning.
- Manage performance reviews, coaching, and talent development programs.

Financial Management
- Drive profitability through effective cost management and productivity improvements.
- Manage budgets, headcount planning,



and workforce utilization.
- Identify opportunities for automation and process efficiencies.

Process Excellence & Compliance
- Champion Lean Six Sigma and continuous improvement methodologies.
- Ensure compliance with company policies, client requirements, and regulatory standards.
- Drive quality improvement initiatives and root cause analysis for recurring issues.

Required Qualifications
- Bachelor's degree in any discipline. MBA preferred.
- 10+ years of experience in BPO/Shared Services/Customer Experience operations.
- Minimum 4-5 years of experience leading large teams in a managerial capacity.
- Experience managing multiple lines of business, processes, or client portfolios.
- Strong exposure to customer service, back-office, or contact center operations.

Key Skills & Competencies
- Operations Management
- Client Relationship Management
- Stakeholder Management
- Workforce Management & Capacity Planning
- Financial Acumen and Budget Management
- Performance Management
- Data Analytics & Reporting
- Process Improvement (Lean Six Sigma preferred)
- Change Management
- Team Leadership & People Development

Preferred Experience
- Experience handling global clients and international operations.
- Strong understanding of Contact Center metrics including AHT, CSAT, NPS, SLA, Quality, Attrition, and Productivity.
- Exposure to digital transformation, automation, and AI-enabled operations.

Success Measures
- SLA Achievement
- Customer Satisfaction (CSAT/NPS)
- Quality Scores
- Productivity & Efficiency Metrics
- Attrition & Employee Engagement
- Financial Performance & Cost Optimization
- Client Satisfaction & Retention

Experience Range: 14-20+ Years Team Size Managed: 150-500+ FTEs

Shift: Flexible to support business requirements (6 days)

📌 Atain II Senior Manager - Operations II GGN (Gurugram)
🏢 Atain
📍 Gurugram