General Manager – Operations

Black & White; Chennai District; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Black & White in Chennai seeks an experienced leader to manage international customer service operations. You will oversee a diverse team of 350–400 FTEs and drive high-performance culture.

You will monitor KPIs, develop operational strategies, and collaborate with cross-functional teams to ensure exceptional service across markets while staying ahead of industry trends and regulatory requirements.

Qualifications

• Minimum 15 years of relevant experience in managing International Customer Service Operations.
• Experience managing large teams of 350–400 FTEs.
• Strong client and stakeholder management skills.
• Ability to drive KPI tracking and process improvements.
• Experience in workforce planning, capacity management.
• Knowledge of regional regulations and cultural nuances.

Responsibilities

• Lead and oversee international customer service operations.
• Manage a diverse team of 350–400 FTEs and drive a high-performance culture.
• Monitor KPIs to identify improvement areas and drive operational excellence.
• Develop and implement operational strategies, policies and procedures.
• Oversee recruitment, training and development of customer service teams.
• Collaborate with cross-functional teams to align operations with business objectives.
• Manage client engagements and build strong client relationships.
• Ensure consistent service quality and customer satisfaction across markets.
• Stay updated on industry trends, best practices and emerging technologies.

Skills

Intl CS Ops

Team leadership 350-400 FTEs

People management

KPIs & process improvement

Workforce planning

Stakeholder management

Multi-region operations

Data-driven decision making

Job description

Relevant Experience

Minimum 15 years of relevant experience in managing International Customer Service Operations,

Must Have Skills

• Strong experience managing International Customer Service Operations
• Experience managing large teams of 350–400 FTEs
• Strong people and team management skills
• Excellent knowledge of operational strategies, KPI management and process improvement
• Experience in workforce planning, resource allocation and capacity management
• Strong client management and stakeholder management skills
• Ability to handle complex customer service operations across multiple regions/cultures
• Data-driven approach to improve efficiency and customer satisfaction

Good Have Skills

• Experience managing teams across multiple regions and cultures
• Proven experience in process improvement and implementing innovative solutions
• Knowledge of regional regulations and cultural nuances
• Proficiency in multiple languages would be an added advantage

Roles and Responsibilities

• Lead and oversee international customer service operations
• Manage a diverse team of 350–400 FTEs and drive a high-performance culture
• Monitor and analyze KPIs to identify improvement areas and drive operational excellence
• Develop and implement operational strategies, policies and procedures
• Drive process improvements to enhance efficiency and customer satisfaction
• Manage workforce planning, resource allocation and capacity management
• Oversee recruitment, training and development of customer service teams
• Collaborate with cross-functional teams to align operations with business objectives
• Manage client engagements and build strong client relationships
• Ensure consistent service quality and customer satisfaction across markets
• Stay updated on industry trends, best practices and emerging technologies