Job description
General Description The Operations Manager is responsible for overseeing day-to-day operations, ensuring efficient service delivery, managing client relationships, and driving performance across teams within the outsourcing environment. This role requires strong leadership, process management, and client engagement skills to maintain service excellence and achieve business goals.
Job Responsibilities
Operations & Service Delivery Oversee daily operations and ensure that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded. Develop, implement, and monitor operational policies, processes, and procedures to optimize efficiency and productivity. Ensure compliance with company policies, client requirements, and industry standards.
Manage and track project timelines, deliverables, and resources to guarantee smooth execution. Team Leadership & Management Lead, mentor, and motivate supervisors, team leaders, and staff to achieve individual and organizational targets. Conduct performance reviews and implement coaching programs for continuous improvement.
Develop workforce schedules, ensure proper staffing levels, and oversee recruitment support in collaboration with HR. Foster a positive work culture that promotes teamwork, accountability, and professional growth. Client & Stakeholder Management Act as a primary point of contact for clients regarding operational performance, issue resolution, and service improvements.
Build and maintain strong client relationships, ensuring high levels of satisfaction and trust. Participate in business reviews, client meetings, and provide insights on performance trends and strategic opportunities. Quality & Continuous Improvement Identify operational gaps and implement process improvement initiatives to enhance efficiency and reduce costs.
Monitor quality assurance programs to ensure service standards are upheld. Drive innovation by adopting new tools, technologies, and best practices. Perform other related duties and responsibilities that may be assigned from time to time, depending on evolving business needs. Reporting & Financial Management Prepare and present operational reports including productivity, performance, and client satisfaction metrics.
Work with management to track budgets, control costs, and improve profitability. Provide recommendations to senior leadership on operational strategies and resource allocation.
Requirements
Bachelor’s degree in Business Administration, Operations Management, or related field (MBA preferred). Minimum 5+ years of experience in operations management within the outsourcing, BPO, or shared services industry. Proven ability to manage large teams in a fast-paced, client-driven environment. Strong understanding of outsourcing operations, including recruitment, client onboarding, workforce management, and performance monitoring.
Excellent leadership, communication, and problem-solving skills. Strong client-facing and relationship management skills. Proficiency in operational reporting tools, CRM, and workforce management systems. Ability to work under pressure, adapt to change, and manage multiple priorities simultaneously.
Benefits
Permanent work from home An inclusive and supportive work environment. Competitive salary. Opportunities for career growth and professional development. Supportive and collaborative team environment.