Manager Operations Bps Brazil

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

Resumo da oferta

A global technology company located in Timon, Brazil, is seeking a professional to drive continuous improvement initiatives across BPS operations. The ideal candidate will excel in managing client interactions, implementing best practices, and leading process optimization projects. Required qualifications include a Bachelor's degree in Business or Engineering and 3–5 years of experience in process improvement within BPS. Strong analytical skills with proficiency in tools like Excel and Power BI are essential. This role involves significant collaboration and stakeholder management.

Qualificações

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

Responsabilidades

• Drive continuous improvement initiatives across BPS operations.
• Collaborate with cross‑functional teams to identify process gaps.
• Provide timely reporting to senior management.
• Plan and implement strategies for account profitability.
• Handle client interactions and manage escalations.
• Conduct regular reviews for SLA adherence.
• Monitor daily productivity against service level standards.
• Perform audit checks on compliance requirements.
• Coach Team Leads and AMs.
• Develop learning processes for the team.
• Supervise team members for quality delivery.
• Represent the organization during client visits.
• Lead process re‑engineering projects.
• Develop and maintain process documentation and compliance.
• Implement digital tools for operational efficiency.
• Monitor KPIs and prepare dashboards.
• Conduct training sessions on process excellence.

Conhecimentos

BPS operations knowledge

Process mapping tools

Data analysis (Excel, Power BI)

Communication skills

Stakeholder management

Project management

Lean Six Sigma certification

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.

Key Responsibilities

• Collaborate with cross‑functional teams to identify process gaps and implement best practices.
• 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.
• 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.
• Preferred certification in Lean Six Sigma or equivalent.

Qualifications

• Bachelor's degree in Business, Engineering, or related field.
• 3–5 years of experience in process improvement within BPS or shared services.