Sr. Manager, Operations

*Please Note : This is a Night Shift roleThe 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 requirementsProfile & 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.

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