Manager- Operations (BPM Account Manager/ SDL)

Company Name: Genex Infosys PLC.

Location: Dhaka

Job Type: Full-Time

Workplace Type: Full-time

Job ID: IJOB202672537

Role Overview Responsible for end-to-end account management and service delivery, overseeing people, processes, client relationships, operational performance, quality, commercial performance, and continuous improvement. Drive service excellence, operational efficiency, and business outcomes while ensuring compliance with contractual commitments, SLAs, KPIs, quality standards, and client expectations.

Key Responsibilities

• Manage end-to-end account operations, covering people, processes, service delivery, quality, and business commitments.
• Lead, supervise and coach Team Leads, QAs, Trainers, and CSOs to drive performance, engagement, and service excellence.
• Build strong client and stakeholder relationships through proactive communication, effective issue resolution, and consistent service accuracy.
• Monitor and analyze operational performance to ensure achievement of SLAs, KPIs, quality standards, productivity, and customer experience objectives.
• Identify performance gaps and drive continuous improvement, process optimization, corrective actions, and operational efficiency.
• Manage client escalations and accuracy-related issues through timely resolution, root-cause analysis, and preventive actions.
• Prepare and present performance reports, dashboards, business reviews, and action-oriented insights to support data-driven decisions.
• Collaborate with internal stakeholders to optimize processes, manage operational risks, and ensure business continuity.
• Ensure compliance with company policies, client requirements, SOPs, procedures, and quality standards, while maintaining accurate process and training documentation.
• Track FTE/volume-based billables, support resource, and capacity requirements, and collaborate with Finance on billing and payment receivables.

Requirements

• Experience: 5-8 years
• Education:
• Skills: national account management, account management, major account development, key account management, key account development, key account management, responsibilities, major account acquisition, territory account management, call center operations

Last Date of Application: 06 November 2026