Operations Manager

Tech Mahindra; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Tech Mahindra in Bengaluru seeks an Operations Manager to lead large-scale international customer service operations, ensuring exceptional service delivery, efficiency, and client satisfaction in a dynamic global environment.

The role requires strategic leadership, strong process governance, and the ability to drive transformation initiatives across multiple geographies. Graduate with 10+ years in BPO/CS, including 5+ years in leadership, is preferred.

Qualifications

• Graduate or postgraduate degree in any discipline.
• Minimum 10 years in BPO/Customer Service ops, with at least 5 years in leadership managing international processes.

Responsibilities

• Operational Leadership: Manage end-to-end operations for international voice/blended customer service processes.
• Performance Management: Drive metrics like CSAT, FCR, AHT, Quality Scores, and Attrition; implement continuous improvement.
• Client Engagement & Governance: Primary contact for client escalations and governance meetings; maintain relationships and contractual obligations.
• People Management: Lead workforce planning, talent development, and succession planning for large teams.
• Transformation & Innovation: Drive automation, digital tools, and process optimization; implement best practices for resilience and risk management.

Skills

Leadership

International CS ops

Communication

Analytical mindset

Digital transformation

Education

Graduate/Postgraduate degree

Job description

Role & responsibilities

The Operations Manager will lead and manage large-scale international customer service operations to ensure exceptional service delivery, operational efficiency, and client satisfaction. This role requires strategic leadership, strong process governance, and the ability to drive transformation initiatives in a dynamic global environment.

Key Responsibilities

• Operational Leadership:
  • Manage end-to-end operations for international voice/blended customer service processes.
  • Ensure adherence to SLAs, KPIs, and compliance standards across multiple geographies.
• Performance Management:
  • Drive metrics such as CSAT, FCR, AHT, Quality Scores, and Attrition.
  • Implement continuous improvement initiatives to enhance productivity and customer experience.
• Client Engagement & Governance:
  • Act as the primary point of contact for client escalations and governance meetings.
  • Build strong relationships with stakeholders and ensure contractual obligations are met.
• People Management:
  • Lead workforce planning, talent development, and succession planning for large teams.
  • Foster a culture of high performance and employee engagement.
• Transformation & Innovation:
  • Drive automation, digital tools, and process optimization initiatives.
  • Implement best practices for operational resilience and risk management.

Skills & Competencies

• Strong leadership and team management skills.
• Expertise in international customer service operations (voice/blended).
• Excellent communication and stakeholder management abilities.
• Analytical mindset with proficiency in operational metrics and reporting.
• Exposure to digital transformation and automation tools preferred.

Education & Experience

• Graduate/Postgraduate degree in any discipline.
• Minimum 10 years of experience in BPO/Customer Service operations, with at least 5 years in a leadership role managing international processes.