Job Summary -

nSr 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

n1. Team Leadership and People Management

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- Lead, motivate, and manage a team of supervisors, team leaders, and front-line agents to ensure operational goals and KPIs are met.
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- Ensure proper staffing levels through effective resource planning, recruitment, and retention strategies.
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- Provide regular coaching, feedback, and performance evaluations to direct reports.
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- Foster a positive and collaborative work environment, maintaining high levels of team morale and engagement.
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- Manage and resolve any HR issues such as performance problems, disciplinary actions, and employee relations matters.
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n2. Client and Stakeholder Management

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- Act as the primary point of contact for clients, managing relationships and ensuring alignment on service expectations, SLAs, and project milestones.
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- Conduct regular client meetings to review performance, address issues, and ensure continuous improvement in service delivery.
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- Provide strategic input into client proposals, new projects, and scope changes, collaborating with account management teams to secure client satisfaction.
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- Ensure all contractual obligations are met, including quality standards, SLAs, and KPIs.
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n3.

Operational

Excellence and Process Improvement

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- Oversee daily operations, ensuring that processes are streamlined and that tasks are completed in an efficient, accurate, and timely manner.
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- Identify and implement process improvements to increase operational efficiency, reduce costs, and enhance service quality.
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- Lead root cause analysis for operational inefficiencies or service disruptions and implement corrective actions.
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- Ensure consistent adherence to company policies, industry regulations, and best practices.
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n4.

Performance

Management and Reporting

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



for individual teams and operations as a whole.
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- Analyze operational data to identify trends, areas for improvement, and opportunities for innovation.
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- Prepare and present regular reports to senior management on operational performance, including financial performance, productivity, quality metrics, and client satisfaction.
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- Take ownership of action plans for underperforming areas and track progress.
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n5.

Quality

Assurance and Compliance

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- Ensure adherence to quality standards across all operations, conducting regular audits, reviews, and feedback sessions.
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- Oversee the development and implementation of quality assurance frameworks to ensure high standards of service delivery.
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- Ensure compliance with all relevant regulatory requirements, data protection laws (e.g., GDPR), and client-specific guidelines.
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- Drive a culture of continuous improvement through regular quality assessments, training programs, and corrective actions.
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n6. Budgeting and Financial Oversight

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- Assist in budget planning and manage operational costs to ensure profitability and efficiency.
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- Monitor and control expenses to stay within budgetary limits, ensuring cost-effective service delivery.
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- Identify opportunities for cost-saving initiatives without compromising quality or client satisfaction.
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n7. Technology and Tools Optimization

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- Work closely with IT and technical teams to leverage technology for process automation and improved productivity.
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- Ensure the team is trained in the use of operational tools, CRM systems, and other relevant technology to drive efficiency.
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- Stay abreast of emerging technologies and trends in BPO operations and apply them where applicable.
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nQualification Requirements: Bachelor's degree in Business Administration,



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

nExperience:

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- 12+ years of experience in GCC operations with at least 4 years in a managerial or leadership role.
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- Proven track record in managing and scaling GCC operations, with a strong understanding of the specific challenges and opportunities in the industry.
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- Experience in client-facing roles, managing client relationships, and delivering customer service excellence.
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- Familiarity with contact centre technologies, CRM systems, and performance management tools. Skills:
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- Strong leadership, team management, and interpersonal skills.
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- Excellent communication and presentation skills (written and verbal).
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- Strong analytical and problem-solving abilities, with the capacity to make data-driven decisions.
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- Experience with performance management, process optimization, and continuous improvement methodologies (e.g., Lean, Six Sigma).
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- Sound financial acumen, including budgeting, forecasting, and cost control.
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- Knowledge of relevant industry regulations and compliance standards.
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- Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment. Core Competencies:
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- Leadership & Motivation: Ability to inspire, lead, and build high-performing teams.
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- Client Management: Proven ability to develop and maintain strong client relationships.
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- Operational Strategy: Ability to develop and implement effective strategies to optimize operations.
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- Quality Focus: Strong commitment to maintaining high-quality standards and improving service delivery.
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- Data-Driven Decision Making: Ability to analyze data and make informed decisions to enhance performance.
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- Adaptability & Problem Solving: Comfortable working in dynamic environments and solving complex operational challenges.

Work Environment & Conditions:

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nThis is an office-based role Versatile 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