Manager Operations BPS Brazil

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

Resumo da oferta

A leading technology company is seeking a professional to drive continuous improvement initiatives within their BPS operations in Cotia, São Paulo. The role involves overseeing client interactions, implementing strategies for account profitability, and leading teams to ensure quality standards are met. Candidates should have a Bachelor's degree and relevant experience in process improvement. Proficiency in Excel and Power BI is preferred. The position offers opportunities for professional growth and development.

Qualificações

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

Responsabilidades

• Drive continuous improvement initiatives across BPS operations.
• Provide timely and meaningful reporting to senior management.
• Plan and implement strategies to ensure account profitability.
• Handle client interactions and manage escalations.
• Conduct regular reviews with Account Managers.
• Monitor daily productivity against service level standards.
• Perform audit checks on compliance requirements.
• Coach and monitor Team Leads and AMs.
• Develop continuous learning processes for the team.
• Supervise team members to ensure quality standards are met.
• Represent the organization during client visits and reviews.
• Lead process re-engineering projects.
• Develop and maintain process documentation.
• Partner with stakeholders to implement digital tools.
• Monitor KPIs and prepare dashboards.
• Conduct training sessions on methodologies.

Conhecimentos

Knowledge of BPS operations

Reporting to senior management

Account profitability strategies

Client interaction management

SLA adherence reviews

Productivity monitoring

Audit compliance checks

Coaching and people management

Continuous learning development

Process representation and reviews

Proficiency in process mapping tools

Communication skills

Project management

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.