General Manager – Operations

blackwhite; Chennai District; On-site; INR 2,500,000 - 3,000,000; Full time

Job summary

blackwhite in Chennai seeks a General Manager – Operations to lead international customer service operations. You will manage a large, diverse team of 350–400 FTEs, drive KPIs, and implement strategic processes across markets. This role requires a data-driven, cross-cultural leadership style.

The position is based in Chennai with Work From Office, Australian shift timing, and an immediate to 30-day notice. Competitive CTC ranges; virtual interview mode.

Qualifications

• Minimum 15 years of relevant experience in 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.

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.

Skills

International operations leadership

Large team management

People & team management

Operational strategies & KPI

Workforce planning & capacity

Client & stakeholder mgmt

Multi-region/culture handling

Data-driven improvements

Education

Graduates

Job description

Job Title

General Manager – Operations

Qualification

Graduates

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

Location

Chennai

CTC Range

25lpa – 30 Lpa

Notice Period

Immediate to 30 Days preferred

Mode of Interview

Virtual Interview

Shift Timing

Australian Shifts

Mode of Work

Work From Office (WFO)