Roles & Responsibilities:
Operational Governance & Reporting
• Support end -to -end operations for the assigned line of business, acting as a
liaison between internal teams and external stakeholders.
• Monitor operational performance through dashboards and reports, ensuring
adherence to client SLAs and business objectives.
• Analyze performance trends and identify improvement opportunities to enhance
productivity, quality, and customer experience.
• Prepare and present periodic operational reports to management, highlighting
key metrics and action plans.
• Identify operational risks and collaborate with support functions to implement
corrective and preventive actions.
• Support workforce planning, resource allocation, and onboarding activities to
ensure optimal team performance.
Problem Analysis & Process Improvement
• Assist in identifying operational challenges and implementing effective
solutions.
• Drive continuous improvement initiatives to enhance efficiency, quality, and
customer satisfaction.
• Participate in process transformation projects and support the implementation
of best practices.
Stakeholder & Client Management
• Build and maintain strong working relationships with internal and external
stakeholders.
• Ensure timely communication and resolution of client requirements and
escalations.
• Support governance meetings and provide operational updates, insights, and
recommendations.
SLA Management & Compliance
• Monitor key performance indicators (KPIs) and SLAs to ensure contractual
commitments are met.
• Identify risks impacting service delivery and implement action plans to mitigate
them.
• Ensure compliance with organizational policies, client requirements, and audit
standards, including ISO/PCI guidelines.
Team Management & Employee Engagement
• Lead, mentor, and motivate team leaders and operations staff to achieve
performance goals.
• Conduct regular performance reviews, coaching sessions, and development
discussions.
• Promote a culture of continuous learning, collaboration, and employee
engagement.
• Support rewards and recognition initiatives to drive team motivation and
retention.
Business & Financial Management
• Support revenue, productivity, and cost -management initiatives within the
business unit.
• Assist in resource utilization planning and operational budgeting.
• Contribute to achieving business objectives through effective operational
management
Requirements
Desired Candidate Profile
• 6–8 years of relevant experience in BPO/ITES operations.
• Minimum 2–3 years of experience managing teams and driving operational
performance.
• Strong analytical skills with the ability to interpret data and generate actionable
insights.
• Experience in SLA management, stakeholder management, and client
communication.
• Good understanding of operational metrics, workforce planning, and quality
management.
• Excellent communication, presentation, and people -management skills.
• Knowledge of Lean, Six Sigma, or process improvement methodologies will be an
added advantage.
• Flexible to work in a 24x7 operational environment
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