Operations Manager - Voice/Blended Processes

Role Overview

We are looking for a seasoned Operations Manager to oversee Voice and blended processes for a global client. This position entails managing a workforce exceeding 100 full-time employees, spanning multiple operational streams, while ensuring exceptional people management, service quality, and performance metrics.

Key Duties

• Lead the operational performance to guarantee top-notch service quality across all assigned work types.
• Direct a large team comprising Team Leaders and individual contributors, approximately 100+ members strong.
• Supervise diverse work streams ensuring all comply with pre-established service agreements, SLAs, and KPIs.
• Manage compliance with UK rotational shifts, night shifts, and mandatory on-site presence.
• Forge and sustain robust client partnerships, serving as the principal interface for operational communications.
• Continuously track, analyze, and enhance critical performance indicators such as productivity, quality, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Champion employee growth, succession planning, retention strategies, and performance enhancement initiatives.
• Collaborate seamlessly with both onshore and offshore teams to maintain uninterrupted service delivery.
• Detect operational deficiencies and spearhead ongoing improvement efforts for increased efficiency and better customer experience.

Candidate Profile and Requirements

• Outstanding verbal and written communication skills are essential.
• Demonstrated expertise in managing operations with sizeable teams (80-120 employees) in international BPO setups.
• Strong leadership, people management, and coaching proficiency.
• Flexibility to operate within UK rotational shifts, inclusive of night duty, and willingness to work from office premises.
• Proven capability in client engagement and stakeholder management.
• Experience in handling international business processes, preferably within banking or financial sectors.
• A proactive ownership attitude emphasizing quality control, compliance, and enhanced customer outcomes.

Additional Information

Location for this role is Pune, India with a work-from-office requirement. The shift timing follows the UK rotational schedule. Candidates must hold at least a graduate degree.