Senior Manager, Operations

Senior Manager, Operations The Senior Manager, Global Program Head - is a high-visibility, single point of accountability for the operational execution, financial management, and client satisfaction of the entire (LNR) global engagement. In this role, the leader will act as the Head of Delivery, responsible for managing a large, multi-geography team of ~500 FTEs and overseeing 12 distinct projects. This position is a key driver of operational excellence, process transformation, and will manage the commercial health of the account under the guidance of a higher-level executive (e.g., AVP/VP). Core Responsibilities Operations & Program Leadership Large-Scale Delivery Oversight: Direct and unify the delivery operations for ~500 FTEs across key locations: India, Nicaragua, Vietnam, and the Philippines. Portfolio Management: Own the successful execution, quality, and timely delivery of all 12 projects within the LNR portfolio, ensuring alignment with client expectations and contractual KPIs/SLAs. Efficiency & Gap Identification: Proactively identify operational gaps and bottlenecks. Design, champion, and drive the implementation of efficiency initiatives (e.g., automation, process improvement) to enhance productivity and reduce cost-to-serve. Technical & Analytical Proficiency: Proficient in data manipulation and analysis tools (e.g., SQL, advanced Excel). Experience with data scraping, extraction methodologies, and handling large datasets. Ability to translate complex data into actionable insights and compelling visualizations. Governance Implementation: Translate executive strategy into operational reality by creating, implementing, and enforcing organizational governance (policies, standardized reporting, quality frameworks) across all delivery sites. P&L Management (Direct Experience Required): Directly manage the account P&L, including diligent expense control, headcount management, and forecasting. Actively monitor financial performance to ensure revenue targets, margin goals, and budget adherence are met. Profitability Focus: Drive cost optimization efforts across the global footprint to ensure the long-term profitability and commercial health of the portfolio. Client & Stakeholder Management Primary Client Interface: Serve as the day-to-day lead point of contact for senior client stakeholders at LexisNexis, building and maintaining a strong, collaborative relationship. Internal Alignment: Manage communication, reporting, and coordination with internal support functions (Technology, Finance, Quality) and senior management (AVP/VP) to ensure delivery resources and strategies are aligned. Sales Partner Collaboration: Work closely with the Sales/Business Development team to support account strategy, assist in framing new opportunities, and facilitate organic growth within the LNR account. Qualifications 10+ years in BPO/IT‑ITES industry, with at least 5+ years in a senior management role (Senior Manager, Associate Director, or equivalent) managing large-scale operations. Financial Acumen: Direct, hands‑on experience in managing a substantial P&L or equivalent cost center/budget ownership for a multi-million-dollar portfolio. Global Delivery Expertise: Proven experience leading and scaling operations across diverse, multi-cultural geographies. Prior leadership exposure to India, the Philippines, and Latin America/Southeast Asia (Nicaragua/Vietnam highly preferred). Transformation Track Record: Demonstrated ability to design and successfully implement major process governance, efficiency, or operational excellence programs across a large team. Program Scale: Experience managing large teams, ideally ~200 FTEs, and a complex portfolio of multiple concurrent projects. Education: Bachelor’s degree required. Master’s degree (MBA) or relevant technical certification (e.g., PMP, Lean Six Sigma Black Belt) is a significant advantage. Required Skills Proficient in data manipulation and analysis tools (e.g., SQL, advanced Excel). Experience with data scraping, extraction methodologies, and handling large datasets. Ability to translate complex data into actionable insights and compelling visualizations. Preferred Skills Prior leadership exposure to India, the Philippines, and Latin America/Southeast Asia (Nicaragua/Vietnam highly preferred). Experience managing large teams, ideally ~200 FTEs, and a complex portfolio of multiple concurrent projects. Hybrid setup; must be okay working in Paranaque and BGC. Equal Opportunity Statement: We are committed to diversity and inclusivity in our hiring practices. #J-18808-Ljbffr