Hi Applicant,

Greetings from Black and White Solutions!

Job Title: General Manager Operations

Company: Hexaware Technologies

Qualification: Graduate / Post Graduate

Relevant Experience: Minimum 15 years of relevant experience in managing international customer service operations in a global environment.

Must Have Skills:

- Strong experience in managing international customer service operations.
- Experience managing large teams of 350400 FTEs.
- Excellent verbal and written communication skills.
- Strong leadership and people-management capabilities.
- Good understanding of customer service KPIs and operational metrics.
- Experience in process improvement and operational excellence.
- Strong workforce planning and capacity-management experience.
- Experience handling client relationships and escalations.
- Understanding of cultural nuances and regional requirements.
- Ability to work with international/multi-region teams.

Roles & Responsibilities:

- Lead and manage a team of 350400 FTEs across international customer service operations.
- Monitor and improve key operational KPIs and customer service metrics.
- Develop and implement strategies to improve efficiency, quality and customer satisfaction.




- Drive continuous process improvements and operational excellence initiatives.
- Manage recruitment, training, development and performance of customer service teams.
- Oversee workforce planning, resource allocation and capacity management.
- Work closely with cross-functional teams to ensure smooth business operations.
- Manage client relationships, participate in client meetings and handle escalations.
- Ensure consistent delivery of high-quality customer service across international markets.
- Stay updated on industry trends, best practices and emerging technologies.
- Build a team-oriented work environment and develop future leaders within the organization.

Location: Chennai

Shift Timing: Australian Shifts

Week Off: 5 Working Days with Rotational Week-Off

Mode of Work: Work From Office

Reporting To: Senior General Manager Operations

Thanks & Regards,

Keerthana.BM staff Analyst

Black and White Business Solutions Pvt Ltd

Bangalore,Karnataka,INDIA.

[email protected]| www.blackwhite.in |

contact : 08067432469/ (phone hidden)

📌 General Manager- Operations (Chennai)
🏢 Black And White Business Solutions
📍 Chennai