Manager Operations BPS Brazil

Tech Mahindra; Natal; Presencial; BRL 30.000 - 45.000; Tempo integral

Resumo da oferta

A global technology services provider in Brazil is seeking a candidate to drive continuous improvement initiatives across BPS operations. You will manage client interactions, ensure account profitability, and lead process re-engineering projects. Ideal candidates will have 3–5 years of experience in process improvement, a relevant bachelor's degree, and proficiency in data analysis tools like Excel and Power BI. Strong stakeholder management and communication skills are essential for this role.

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 reporting to senior management.
• Plan and implement strategies for account profitability.
• Handle client interactions and manage escalations.
• Conduct regular reviews to ensure SLA adherence.
• Coach and monitor Team Leads in operations.

Conhecimentos

Process improvement

BPS operations knowledge

Stakeholder management

Data analysis (Excel, Power BI)

Communication

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.