Job Summary
The Senior Manager – Operations & Customer Service is responsible for leading large-scale operations and customer service functions, ensuring excellence in client delivery, customer experience, operational performance, financial outcomes, and people leadership. This role will oversee multiple teams, drive operational excellence, manage stakeholder relationships, and build a high-performing organization that consistently delivers against service, quality, productivity, and customer satisfaction commitments
Experience
• 15 –20 years of experience in Operations, Customer Service, BPO, Shared Services, Insurance, Healthcare, Financial Services, or related industries.
• Minimum 15+ years of leadership experience managing managers and large teams.
• Proven experience leading multi-functional operations and customer service environments.
• Demonstrated success in stakeholder management, operational excellence, and customer experience transformation.

Key Responsibilities
Operational Leadership
• Lead and oversee end-to-end Operations and Customer Service functions.




• Ensure achievement of all Service Level Agreements (SLAs), productivity, quality, compliance, and customer satisfaction metrics.
• Drive operational excellence initiatives focused on efficiency, accuracy, cost optimization, and scalability.
• Proactively identify risks, issues, and opportunities and implement effective mitigation strategies.
• Establish governance frameworks and performance management routines to ensure consistent execution.

Customer Experience
• Champion a customer-first culture across all teams.
• Drive improvements in customer satisfaction, first-contact resolution, service quality, and overall customer experience.
• Manage escalations and complex customer issues while ensuring timely resolution.
• Partner with clients and business stakeholders to identify opportunities for service enhancements.

Financial & Business Management
• Own operational budgets, workforce planning, and

📌 Senior Manager (Gurugram)
🏢 Alight
📍 Gurugram