Operations Manager (US Process)

JOB SUMMARY

The Operations Manager is responsible for end-to-end operational delivery, client satisfaction, team performance, and financial results for assigned programs. The role partners with cross-functional teams to optimize resources, ensure compliance, drive continuous improvement, and deliver measurable business outcomes while building a high-performance culture.

KEY RESPONSIBILITIES

1. WORKFORCE & CAPACITY MANAGEMENT

• Partner closely with WFM to drive optimal staffing solutions.
• Optimize occupancy, shrinkage, and schedule adherence.
• Develop accurate forecasts and plan capacity to meet business demand.
• Ensure right people, right place, right time at the right cost.

2. QUALITY & COMPLIANCE

• Ensure adherence to regulatory, contractual, and internal policies.
• Drive quality assurance improvements and monitor trends.
• Ensure compliance with client standards and industry regulations.
• Support internal, external, and client audits.

3. CLIENT RELATIONSHIP MANAGEMENT

• Act as the primary operational point of contact for clients.
• Lead client business reviews and governance meetings.
• Present performance, insights, risks, and action plans.
• Build strong relationships and drive client satisfaction.

4. REPORTING & BUSINESS ANALYTICS

• Develop real-time dashboards and management reports.
• Analyze performance trends and operational metrics.
• Present actionable insights to senior leadership and clients.
• Use predictive analytics to forecast trends and drive data-driven decisions.

5. CONTINUOUS IMPROVEMENT

• Lead Lean / Six Sigma initiatives to improve efficiency and quality.
• Identify and drive automation and process optimization opportunities.
• Standardize best practices, tools, and operational processes.
• Foster a culture of innovation and continuous improvement.

6. PEOPLE & TALENT MANAGEMENT

• Develop and coach leaders across all levels.
• Manage performance through coaching, feedback, and reviews.
• Drive employee engagement, retention, and satisfaction.
• Build high-performing teams and strong leadership bench.

7. STAKEHOLDER MANAGEMENT

• Partner with HR, Finance, IT, WFM, QA, Training and other support teams.
• Drive alignment and collaboration across functions.
• Ensure cross-functional priorities are met.
• Influence and manage stakeholders effectively.

8. RISK MANAGEMENT & GOVERNANCE

• Identify, assess, and mitigate operational risks.
• Ensure business continuity and disaster recovery readiness.
• Maintain governance frameworks and policy compliance.
• Escalate risks and implement preventive controls.

9. PROJECT & TRANSITION MANAGEMENT

• Lead transitions, migrations, pilots, and change initiatives.
• Develop transition plans and ensure on-time delivery.
• Manage cross-functional teams for successful execution.
• Ensure smooth ramp-up and stabilization of new programs.

KEY PERFORMANCE INDICATORS (KPIs)

• Revenue Achievement
• P&L Performance
• Productivity (Contacts / FTE)
• Occupancy %
• Schedule Adherence
• Shrinkage %
• Forecast Accuracy
• Sales Conversion
• Revenue per FTE
• Save Rate / Churn
• RPC (Revenue per Call)
• PTP (Promise to Pay)
• Liquidation Rate
• FCR (First Call Resolution)
• CSAT (Customer Satisfaction)
• NPS (Net Promoter Score)
• AHT (Average Handle Time)
• Service Level
• Quality Score
• Compliance Score
• Attrition Rate
• Employee Engagement

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in any discipline; MBA preferred.
• 712 years of experience in BPO / call center operations.
• Minimum 35 years in a managerial role handling large teams and complex programs.
• Strong experience managing US processes and client relationships.
• Proven track record in driving operational performance and P&L impact.
• Lean / Six Sigma certification is an added advantage.

KEY SKILLS & COMPETENCIES

• Operational Excellence & Performance Management
• Workforce Management & Capacity Planning
• Data Analysis & Business Intelligence
• Client Management & Stakeholder Collaboration
• People Leadership & Talent Development
• Problem Solving, Decision Making & Strategic Thinking
• Change Management & Continuous Improvement
• Financial Acumen & Cost Management