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 setting, 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