Operations Manager - Service Desk

Tech Mahindra Business Process Services; Belo Horizonte; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading business process service provider in Belo Horizonte is looking for a professional to oversee client interactions and ensure operational efficiency. The candidate should hold a Bachelor's degree and have 3–5 years of experience in process improvement. Responsibilities include managing escalations, monitoring productivity, training team members, and leading process optimization projects. Proficiency in Excel and Power BI is preferred. This role offers a dynamic work environment with opportunities for professional growth.

Qualificações

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

Responsabilidades

• Provide timely reporting to senior management.
• Plan strategies to ensure account profitability.
• Manage client interactions and escalations.
• Conduct regular reviews to ensure SLA adherence.
• Monitor daily productivity against service standards.
• Perform audit checks on compliance requirements.
• Coach Team Leads and AMs in operations management.
• Support team members to ensure quality standards.

Conhecimentos

BPS operations knowledge

Process mapping tools and data analysis

Excellent communication skills

Project management

Stakeholder management

Incident management processes

Lean Six Sigma certification

Formação académica

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

Ferramentas

Excel

Power BI

Descrição da oferta de emprego

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.
• 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.
• Managed a Level 1 IT Service Desk / Help Desk, demonstrated strong stakeholder management (Internal & External), experience in incident management processes with hands‑on exposure to ITSM platforms such as SNOW / Remedy or similar, and strong understanding of typical SLAs and KPIs in contact center / IT Service Desk.
• 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.