Senior Manager - Operations

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Role & Responsibilities:

Leadership & Functional Skills

·         Sufficient experience, including supervisory experience, to maintain an in-depth understanding of the organization and business and handle problems and issues that arise, and solve problems without precedents or guidelines

·         Exceptional verbal and written communication skills and presentation skills

·         Process driven, self-starter, possesses high degree of skills with – time management, people management, discipline, negotiation

·         Work with all levels across the organization both at FSL and clients

·         Foresee risks, be proactive and predictive while developing mitigation plans for the program

People Management

·         Manage through indirect authority and matrixed organization structures

·         Manage multiple geographies and understand the cultural nuances

·         Ensure strong employee communications in the program through different forums, employee engagement etc.

·         Network with other organizations to maximize best practices

·         Building effective teams and developing direct reports

Business Performance

·         Maintaining client Service Level Agreement Standards (SLA’s) & client satisfaction

·         Manages BU operations to meet revenue budget and other financial goals while meeting customer expectations

·         Identifies cost saving opportunities

·         Structured and periodic performance management

·         Support and engage with other ad-hoc projects and Organization Development tasks, as required 

Client Management

·         Ensure proactive client feedback while aligning priorities to Client SLA deliveries

·         Actively engaged with Client Relations team for support and expectation management

·         High priority escalation handling and close loop management

·         End to end ownership of client management, including but not limited to daily / weekly / Quarterly reviews

Process Capabilities and Innovation

·         Ensures business continuity strategies, global and local, are established and maintained

·         Establishes audit and review procedures to assess adequacy and efficiency of the procedures

·         Responsible for identifying all mining opportunities within the program

·         Leverage available and new technologies to increase productivity efficiencies and experiences in the program

Educational/Professional Qualifications:

·         Must be a Graduate

·         Minimum 2 years of work experience as Senior Operations Manager

Required Skills:

•          Prior experience in Chat process. Added value if has banking experience

•          Ability to work on various Automation projects for the BU

•          Good Analytical Skills

•          Should be quality driven.

•          Good knowledge of MS-Office (Excel and Word).

•          Proficiency in Grammatically correct English Communication (Verbal & Written)

•          Problem Solving, Change Management & Rapport building skills

•          Exhibits Accountability & Ethical Behavior

•          Collaborative, Creative & Consultative

•          Willing to take on challenging assignments.

•          Willingness to work shifts and during holiday / weekend.

•          Ability to work under pressure and deliver on time as per specifications

•          Presentation skills

•          Socially Confident, patient, and positive mind-set

•          Post-Graduation/master’s degree will be an added advantage

Competencies that will be Assessed:

·         Operational & Technical competencies

·         Leadership & People Management

·         Strategic & Business Acumen

·         Interpersonal & Communication Skills

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.