Operations Manager - Service Desk

Tech Mahindra Business Process Services; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading business process outsourcing company in São Paulo is looking for a skilled professional to manage client interactions, ensure account profitability, and support team operations. The role requires strong knowledge of BPS operations, the ability to lead process improvements, and excellent stakeholder management skills. Candidates should have a Bachelor's degree and 3-5 years of relevant experience. This position offers a dynamic work environment with opportunities for professional growth.

Qualificações

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

Responsabilidades

• Provide timely reporting to senior management.
• Plan strategies to ensure account profitability.
• Handle client interactions and manage escalations.
• Monitor daily productivity against defined service level standards.
• Coach and monitor Team Leads and AMs in operations.

Conhecimentos

Knowledge of BPS operations

Client interaction

Process mapping tools

Stakeholder management skills

Experience in incident management

Data analysis (Excel, Power BI)

Formação académica

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

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.
• 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.
• 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
• Strong understanding of typical SLAs and KPIs in contact center / IT Service Desk.

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.