Manager : Operations BPO

Advantmed; Gandhinagar; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Advantmed in Gandhinagar is seeking a seasoned Manager - BPO Operations to lead large-scale BPO teams and drive service excellence. The role focuses on strategic planning, performance management, and stakeholder engagement to meet delivery goals and growth.

Key responsibilities include managing day-to-day operations, client escalations, and cross-functional collaboration, along with mentoring leaders and driving Lean/Six Sigma initiatives and digital transformation.

Qualifications

• Ability to manage various process variations including back-office and front facing team.
• Proven track record in managing large teams and delivering high-quality service.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, negotiation, and client-facing abilities.
• Familiarity with CRM tools, workforce management systems, and reporting platforms.

Responsibilities

• Oversee day-to-day operations across multiple BPO teams or processes.
• Ensure adherence to SLAs, KPIs, and quality standards.
• Drive productivity, efficiency, and cost optimization initiatives.
• Serve as the primary point of contact for client escalations and relationship management.
• Collaborate with clients to understand business needs and align service delivery accordingly.
• Prepare and present performance reports and business reviews.
• Client management & communication including primary and remote location team management.
• Lead, mentor, and develop operations managers, team leaders, and associates.
• Foster a high-performance culture through coaching, feedback, and recognition.
• Manage workforce planning, training, and succession planning.
• 360 process & metrics management.
• Identify and implement process improvements using Lean, Six Sigma, or automation tools.
• Monitor and analyze operational metrics to identify trends and areas for improvement.
• Champion digital transformation and technology adoption.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Manage operational risks and implement mitigation strategies.
• Identify needs for new innovations within the process, plan and executive for development of process.

Skills

Leadership

Analytical thinking

Decision making

Communication skills

Problem solving

Client-facing abilities

Team management

Negotiation

Tools

CRM tools

Workforce management systems

Reporting platforms

Job description

Job Title: The Manager - BPO Operations

Job Location : Gandhinagar

Shift : Night Shift

Job Description:

The Manager - BPO Operations is responsible for leading and managing large-scale business process outsourcing teams to ensure operational excellence, client satisfaction, and continuous improvement. This role involves strategic planning, performance management, and stakeholder engagement to meet service delivery goals and drive business growth.

Operational Leadership:

• Oversee day-to-day operations across multiple BPO teams or processes.
• Ensure adherence to SLAs, KPIs, and quality standards.
• Drive productivity, efficiency, and cost optimization initiatives.

Client & Stakeholder Management:

• Serve as the primary point of contact for client escalations and relationship management.
• Collaborate with clients to understand business needs and align service delivery accordingly.
• Prepare and present performance reports and business reviews.
• Client management & communication including primary and remote location team management

Team Management & Development:

• Lead, mentor, and develop operations managers, team leaders, and associates.
• Foster a high-performance culture through coaching, feedback, and recognition.
• Manage workforce planning, training, and succession planning.
• 360 process & metrics management

Process Excellence & Innovation:

• Identify and implement process improvements using Lean, Six Sigma, or automation tools.
• Monitor and analyze operational metrics to identify trends and areas for improvement.
• Champion digital transformation and technology adoption.

Compliance & Risk Management:

• Ensure compliance with company policies, client requirements, and regulatory standards.
• Manage operational risks and implement mitigation strategies.
• Identify needs for new innovations within the process, plan and executive for development of process.

Qualifications required - (Must Have)

Ability to manage various process variations including back-office and front facing team

Proven track record in managing large teams and delivering high-quality service.

• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, negotiation, and client-facing abilities.
• Familiarity with CRM tools, workforce management systems, and reporting platforms.