Manager Operations BPS Brazil

Tech Mahindra; Barueri; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading technology solutions provider is looking for an individual to drive continuous improvement in their BPS operations. The role involves analyzing service delivery, managing relationships with clients, and implementing best practices to enhance efficiency. Candidates should have a strong understanding of BPS operations and at least 3 years of relevant experience, along with proficiency in tools like Excel and Power BI. This role offers an opportunity to lead process re-engineering projects and foster team development.

Qualificações

• 3–5 years of experience in process improvement within BPS or shared services.
• Preferred Certification in Lean Six Sigma or equivalent preferred.

Responsabilidades

• Drive continuous improvement initiatives across BPS operations.
• Provide timely and meaningful reporting to senior management.
• Handle client interactions and manage escalations.
• Lead process re-engineering projects to optimize workflows.

Conhecimentos

Strong knowledge of BPS operations

Proficiency in process mapping tools

Excellent communication skills

Ability to manage multiple projects

Formação académica

Bachelor’s degree in Business, Engineering, or related field

Ferramentas

Excel

Power BI

Descrição da oferta de emprego

Role Purpose Drive continuous improvement initiatives across BPS operations to enhance efficiency, reduce costs, and improve service quality. Collaborate with cross-functional teams to identify process gaps and implement best practices.

Key Responsibilities

• Provide timely and meaningful reporting to senior management.
• Plan and implement strategies to ensure account profitability.
• Handle client interactions and manage escalations (calls or in-person).
• Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
• Monitor daily productivity against defined service level standards.
• Perform audit checks on client-defined compliance requirements.
• Coach and monitor Team Leads and AMs in day-to-day operations and people management.
• Develop continuous learning processes for the team.
• Supervise and support team members to ensure delivery meets or exceeds client quality standards.
• Represent the organization during client visits and reviews.
• Lead process re-engineering projects to optimize workflows and reduce cycle times.
• Develop and maintain process documentation, SOPs, and compliance standards.
• Partner with stakeholders to implement digital tools and automation for operational efficiency.
• Monitor KPIs and prepare dashboards to track improvement outcomes.
• Conduct training sessions on process excellence methodologies for team members.

Required / Preferred Skills & Competencies

• Strong knowledge of BPS operations and service delivery models.
• Provide timely and meaningful reporting to senior management.
• Plan and implement strategies to ensure account profitability.
• Handle client interactions and manage escalations (calls or in-person).
• Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
• Monitor daily productivity against defined service level standards.
• Perform audit checks on client-defined compliance requirements.
• Coach and monitor Team Leads and AMs in day-to-day operations and people management.
• Develop continuous learning processes for the team.
• Supervise and support team members to ensure delivery meets or exceeds client quality standards.
• Represent the organization during client visits and reviews.
• Proficiency in process mapping tools and data analysis (Excel, Power BI).
• Excellent communication and stakeholder management skills.
• Ability to manage multiple projects and deliver within timelines.

Qualifications

Bachelor’s degree in Business, Engineering, or related field.

3–5 years of experience in process improvement within BPS or shared services.

Preferred Certification in Lean Six Sigma or equivalent preferred.