Senior Operations Manager

About the role

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. This role is responsible for managing operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction. You will establish and manage relationships with clients, organize resources, set goals, execute strategies, and ensure reporting aligned with agreed governance models.

Key responsibilities

• Manage operations seamlessly and ensure timely SLA delivery while maintaining high levels of employee and customer satisfaction

• Establish and manage relationships and engagement with clients

• Organize resources, set goals, execute strategies, and manage reporting

• Ensure team members achieve agreed standards in relation to their job assignments

• Train new staff on corporate policy and rules

• Implement buddy system ensuring consistent performance delivery without disruption

• Monitor and document work schedule of staff and absences

• Build strong partnerships with clients by growing and nurturing existing relationships to ensure operational cohesion

• Take weekly and monthly calls with clients to understand expectations and provide updates

• Ensure all audit-related issues are brought to closure

• Identify and drive continuous improvements and initiatives in the process

• Coach and mentor team leads enabling them to manage effectively

• Manage hiring of leads and managers, training, inductions, employee and client satisfaction scores, performance appraisals, and attrition management

• Ensure all internal customer queries are followed up in a timely manner

• Collaborate with internal teams

• Serve as key contact for all problems and queries with specific business assigned

• Maintain and grow revenue of program(s); manage profitability including revenue, margins, billing, seat utilization, and retention

• Ensure program has proficient training, staff development, and effective employee relation and recognition programs

• Select, train, develop, and manage performance of direct reports and their associates

• Host business reviews on a regular basis and communicate overall objectives within common reports

• Conduct regular one-on-ones with direct reports to review individual performance and offer developmental support

• Create a positive work environment through employee engagement and resolve employee relation issues professionally and timely

• Participate in cross-functional meetings to review information from operational support functions and partner to define action plans

About you

• Minimum 5+ years operations leadership experience in BPO or service delivery

• Hands-on Operations Manager experience with financial ownership including revenue, gross margin, bonus/penalty computation, and cost management

• Proven end-to-end P&L ownership, including budgeting, forecasting, and margin management

• Strong financial expertise

• Strong understanding of cost drivers including headcount modeling, shrinkage and productivity, attrition, hiring velocity, and ramp costs

• Demonstrated strategic decision-making beyond daily execution

• Ability to clearly explain financial impact of operational actions

• Confident, unscripted leadership communication

• Strong executive presence and client-facing leadership

• Experience in handling Ecommerce/Retail Accounts

• Highly data-driven, outcome-oriented, and accountable for financial and business results