Sr Manager, Operations

The Role:

We seek a leader to head Service & Operations Delivery for a niche automobile client, driving customer-centric operations, team growth, wellbeing, and strong operational discipline. We are looking for a dynamic people leader who understands the - bigger picture and can balance strategic vision and thought leadership with execution excellence.

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 Backoffice operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs, and measuring progress against business goals.

Team management: Manage high performance teams Improve organizational efficiencies and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

Strategy: 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: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.

Compliance: Ensure compliance with all client regulatory requirements

Profile & Experience

• 12+ years of BPO/contact center operations experience, including managing large automobile client portfolios.
• Expertise in operations management, KPI delivery, client engagement, and P&L ownership.
• Proven success leading and developing large teams (250+), improving quality, efficiency, and meeting/exceeding SLAs.
• Strong understanding of BPO contracts, global matrix environments, and stakeholder management.
• Excellent communication, negotiation, conflict management, and analytical skills to streamline complex processes.