Job Description

Job Title: Operations Manager Voice/Blended
Shift: UK Rotational
Location: Pune (Work from Office)

About the Role

We are seeking an experienced Operations Manager to lead Voice and blended process for an international client. The role involves managing a headcount of approximately 100+ FTEs, overseeing multiple work types, and driving solid people management, performance, and service delivery outcomes.

Key Responsibilities
Drive overall operational performance and ensure highquality service delivery across all work types.
Manage and lead a team of approximately 100+ FTEs, including Team Leaders and individual contributors.
Oversee multiple work streams, ensuring compliance with agreed work orders, SLAs, and KPIs.
Ensure adherence to UK rotational shift schedules, night operations, and workfromoffice requirements.
Build and maintain strong client relationships, acting as a primary point of contact for operational discussions.
Monitor, analyze, and improve key performance metrics, including productivity, quality, CSAT, and NPS.




Drive people development, succession planning, talent retention, and performance improvement plans.
Partner effectively with onshore and offshore stakeholders to ensure seamless delivery.
Identify process gaps and implement continuous improvement initiatives to improve efficiency and customer outcomes.

Requirements
Excellent verbal and written communication skills (mandatory).
Proven experience in operations management, handling large teams (80120 FTEs) within an international BPO environment.
Robust people management, leadership, and coaching capabilities.
Ability to work flexible hours in UK rotational shifts, including nights as required.
Robust client engagement and stakeholder management skills.
Experience in international processes (UK/US), preferably in banking or financial.
High ownership mindset with a focus on quality, governance, and customer outcomes.

📌 Operations Manager Pune
🏢 EXL
📍 Pune