General Manager- Operations

Black And White Business Solutions; Chennai District; On-site; INR 3,000,000 - 5,200,000; Full time

Job summary

Hexaware Technologies is seeking a General Manager Operations in Chennai to lead international customer service operations with 15+ years of global experience, overseeing large teams across regions.

You will drive KPIs, implement process improvements, supervise recruitment and training, and ensure high-quality service across markets.

Qualifications

• Minimum 15 years of experience in managing international customer service operations.

Responsibilities

• Lead and manage a team of 350-400 FTEs across international customer service operations.

Skills

International CS operations

Large team leadership

KPIs & metrics

Process improvement

Workforce planning

Client relationship management

Cross-cultural teams

Escalation handling

Education

Graduate / Post Graduate

Job description

Job Title: General Manager Operations

Company: Hexaware Technologies

Qualification: Graduate / Post Graduate

Relevant Experience: Minimum 15 years of relevant experience in managing international customer service operations in a global environment.

Must Have Skills:

• Strong experience in managing international customer service operations.
  
• Experience managing large teams of 350400 FTEs.
  
• Excellent verbal and written communication skills.
  
• Strong leadership and people-management capabilities.
  
• Good understanding of customer service KPIs and operational metrics.
  
• Experience in process improvement and operational excellence.
  
• Strong workforce planning and capacity-management experience.
  
• Experience handling client relationships and escalations.
  
• Understanding of cultural nuances and regional requirements.
  
• Ability to work with international/multi-region teams.
  

Roles & Responsibilities:

• Lead and manage a team of 350400 FTEs across international customer service operations.
  
• Monitor and improve key operational KPIs and customer service metrics.
  
• Develop and implement strategies to improve efficiency, quality and customer satisfaction.
  
• Drive continuous process improvements and operational excellence initiatives.
  
• Manage recruitment, training, development and performance of customer service teams.
  
• Oversee workforce planning, resource allocation and capacity management.
  
• Work closely with cross-functional teams to ensure smooth business operations.
  
• Manage client relationships, participate in client meetings and handle escalations.
  
• Ensure consistent delivery of high-quality customer service across international markets.
  
• Stay updated on industry trends, best practices and emerging technologies.
  
• Build a collaborative work environment and develop future leaders within the organization.
  

Location: Chennai

Shift Timing: Australian Shifts

Week Off: 5 Working Days with Rotational Week-Off

Mode of Work: Work From Office

Reporting To: Senior General Manager Operations