Assistant Manager

Datamark Bpo Service; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Datamark BPO Services Pvt Ltd in Chennai is seeking an experienced Assistant Manager - International Non-Voice Operations to lead back-office operations, drive service excellence, and boost client satisfaction. You will manage teams, monitor SLA/KPI, and coordinate with clients and stakeholders, while guiding process improvements and ensuring compliance with client requirements.

The role emphasizes people management, performance reviews, and cross-functional collaboration to deliver high-quality

Qualifications

• 5+ years in BPO/BPM operations.
• Minimum 2+ years in Team Lead/Assistant Manager roles.
• Experience in International Non-Voice or Back Office operations.
• Strong people management and team handling experience.
• Experience managing client expectations and stakeholder relationships.
• Strong analytical, reporting, and decision-making skills.
• Excellent verbal and written communication skills.
• Hands-on with SLA, KPI, Quality, and Productivity management.

Responsibilities

• Manage day-to-day international back-office/non-voice operations.
• Lead, coach, and develop teams to achieve objectives.
• Monitor SLA, KPI, quality, and productivity targets.
• Handle client communications and stakeholder management.
• Analyze operational metrics and implement process improvements.
• Conduct performance reviews and development initiatives.
• Manage escalations and ensure timely resolution.
• Drive continuous improvement projects for efficiency.
• Ensure compliance with client requirements.
• Support workforce planning and capacity management.

Skills

Team leadership

SLA/KPI management

Client communication

Analytical reporting

Stakeholder management

Process improvement

Job description

Assistant Manager - International Non-Voice Operations

Location: Chennai

Company: Datamark BPO Services Pvt Ltd

About the Role

We are seeking an experienced Assistant Manager - International Non-Voice Operations to lead and manage back-office operations while driving service excellence, team performance, productivity, and client satisfaction. The ideal candidate should have strong people management skills and experience handling international non-voice processes.

Key Responsibilities

• Manage day-to-day international back-office/non-voice operations.


• Lead, coach, and develop teams to achieve business objectives.


• Monitor and drive SLA, KPI, quality, and productivity targets.


• Handle client communications and stakeholder management.


• Analyze operational metrics and implement process improvements.


• Conduct performance reviews, feedback sessions, and team development initiatives.


• Manage escalations and ensure timely resolution.


• Drive continuous improvement projects to enhance efficiency and customer experience.


• Ensure compliance with organizational and client requirements.


• Support workforce planning, resource allocation, and capacity management.

Required Skills & Experience

• 5+ years of experience in BPO/BPM operations.


• Minimum 2+ years of experience in Team Lead/Assistant Manager/Operations Management role.


• Experience in International Non-Voice or Back Office Operations.


• Strong people management and team handling experience.


• Experience managing client expectations and stakeholder relationships.


• Strong analytical, reporting, and decision-making skills.


• Excellent verbal and written communication skills.


• Hands-on experience with SLA, KPI, Quality, and Productivity management.

Preferred Skills

• Lean Six Sigma certification (preferred).


• Exposure to transition, process excellence, or continuous improvement initiatives.


• Experience in shared services, transaction processing, or banking operations will be an added advantage.

What We're Looking For

• International Process Experience


• Back Office / Non-Voice Operations Experience


• Team Handling & People Management


• Client & Stakeholder Management


• SLA / KPI Management


• Process Improvement Mindset