Sr. Manager, Operations

*Please Note : This is a Night Shift role

The Role : The incumbent will be responsible to manage the overall operations program scope for a global client. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company.

Essential Job Elements:

• P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.
• Operations : Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.
• Team management : Manage a large, high performance, global team.
• Strategy : Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).
• Client Satisfaction : Ensure client satisfaction. Become Voice of the Customer Establish strong relationships with clients.
• Business Growth : Support business growth by collaborating with Sales & marketing across geographies.
• Best practices : Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.
• Innovation : Lead innovation & value add efforts between Client and Concentrix.
• Domain Capability : Strengthen domain capabilities.
• Compliance : Ensure compliance with all client regulatory requirements

Profile & Experience

• 12+ years of operations experience within a BPO in customer service domain.
• Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members.
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Proven ability to drive performance and grow businesses.
• Experience with a matrix driven organization.
• Proven track record of building strong relationships with stakeholders.