Job Summary -

Sr Operations Manager is a professional who ensures that everything runs smoothly from one day to another. They maximize processes and procedures while meeting customer/Client expectations in terms of cost-effectiveness, Growth and Development. Major Areas of Performance

1. Team Leadership and People Management • Lead, motivate, and manage a team of supervisors, team leaders, and front-line agents to ensure operational goals and KPIs are met. • Ensure proper staffing levels through effective resource planning, recruitment, and retention strategies. • Provide regular coaching, feedback, and performance evaluations to direct reports. • Foster a positive and collaborative work environment, maintaining high levels of team morale and engagement. • Manage and resolve any HR issues such as performance problems, disciplinary actions, and employee relations matters.
2. Client and Stakeholder Management • Act as the primary point of contact for clients, managing relationships and ensuring alignment on service expectations, SLAs, and project milestones. • Conduct regular client meetings to review performance, address issues, and ensure continuous improvement in service delivery.
- Provide strategic input into client proposals, new projects, and scope changes, collaborating with account management teams to secure client satisfaction.
- Ensure all contractual obligations are met, including quality standards, SLAs, and KPIs.

- Operational Excellence and Process Improvement • Oversee daily operations, ensuring that processes are streamlined and that tasks are completed in an efficient, accurate, and timely manner. • Identify and implement process improvements to increase operational efficiency, reduce costs, and enhance service quality.

- Lead root cause analysis for operational inefficiencies or service disruptions and implement corrective actions.
- Ensure consistent adherence to company policies, industry regulations, and best practices.

- Performance Management and Reporting • Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs)



for individual teams and operations as a whole. • Analyze operational data to identify trends, areas for improvement, and opportunities for innovation.

- Prepare and present regular reports to senior management on operational performance, including financial performance, productivity, quality metrics, and client satisfaction.
- Take ownership of action plans for underperforming areas and track progress.

- Quality Assurance and Compliance • Ensure adherence to quality standards across all operations, conducting regular audits, reviews, and feedback sessions. • Oversee the development and implementation of quality assurance frameworks to ensure high standards of service delivery.

- Ensure compliance with all relevant regulatory requirements, data protection laws (e.g., GDPR), and client-specific guidelines.
- Drive a culture of continuous improvement through regular quality assessments, training programs, and corrective actions.

- Budgeting and Financial Oversight • Assist in budget planning and manage operational costs to ensure profitability and efficiency.

• Monitor and control expenses to stay within budgetary limits, ensuring cost-effective service delivery.

• Identify opportunities for cost-saving initiatives without compromising quality or client satisfaction.

- Technology and Tools Optimization • Work closely with IT and technical teams to leverage technology for process automation and improved productivity.

• Ensure the team is trained in the use of operational tools, CRM systems, and other relevant technology to drive efficiency.

• Stay abreast of emerging technologies and trends in BPO operations and apply them where applicable.

Qualification Requirements: Bachelor's degree in Business Administration,



Operations Management, or related field (Master's degree or MBA preferred).

Experience

- 12+ years of experience in GCC operations with at least 4 years in a managerial or leadership role.

• Proven track record in managing and scaling GCC operations, with a strong understanding of the specific challenges and opportunities in the industry.

- Experience in client-facing roles, managing client relationships, and delivering customer service excellence.
- Familiarity with contact centre technologies, CRM systems, and performance management tools. Skills:
- Strong leadership, team management, and interpersonal skills.
- Excellent communication and presentation skills (written and verbal).
- Strong analytical and problem-solving abilities, with the capacity to make data-driven decisions.
- Experience with performance management, process optimization, and continuous improvement methodologies (e.g., Lean, Six Sigma).
- Sound financial acumen, including budgeting, forecasting, and cost control.

• Knowledge of relevant industry regulations and compliance standards.

- Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment. Core Competencies:
- Leadership & Motivation: Ability to inspire, lead, and build high-performing teams.
- Client Management: Proven ability to develop and maintain strong client relationships.
- Operational Strategy: Ability to develop and implement effective strategies to optimize operations.
- Quality Focus: Solid commitment to maintaining high-quality standards and improving service delivery.
- Data-Driven Decision Making: Ability to analyze data and make informed decisions to enhance performance.
- Adaptability & Problem Solving: Comfortable working in dynamic environments and solving complex operational challenges.

Work Workplace & Conditions:

This is an office-based role Flexible working hours may be required to accommodate clients in different time zones. Occasional travel may be required for client meetings, operational audits, or training.

📌 Senior Operations Manager - GCC (Gurugram)
🏢 ADVATIX - Advanced Supply Chain and Logistics
📍 Gurugram