Operations Manager

Convergys; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix is seeking an Operations Manager in Gurugrm to coach and supervise a group of Team Leaders, ensuring client service levels and financial targets are met. The role involves managing performance, AML compliance, and revenue-related activities while partnering with client teams to drive improvements.

The candidate should have extensive call center experience, strong leadership, and the ability to guide staff through process enhancements and strategic initiatives.

Qualifications

• Associates degree in a related field; 7+ years of experience with at least 2 in progressive management.
• Call center experience preferred.
• Excellent communication skills; ability to coach and provide feedback.
• Ability to analyze and improve workflows and drive action plans.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Coach and supervise Team Leaders and manage performance of direct reports and their teams.
• Ensure AML regulations, KYC/EDD/CDD and sanctions screening standards are followed.
• Support budgeting, forecasting and data collection for billable/non-billable hours and revenue goals.
• Lead cross-functional meetings to resolve issues and drive continuous improvement.
• Attend business reviews with the client and ensure alignment with contractual obligations.

Skills

Coaching

Team leadership

Performance management

AML compliance

Client/SLA management

Forecasting

Education

Associate’s degree

Job description

Job Title: Operations Manager Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectation

Role and Key Responsibilities

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed Experience in Transaction monitoring, suspicious, Activity review, KYC/EDD/CDD and sanctions & PEP Screening with strong knowledge of AML regulations and financial Crime compliance and crime Maximize revenue generation to reach long-term and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) Select, train, develop, and manage performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) Create and maximize relationships with client partners Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements. Attend business reviews with the client Handle a team of team leaders

Candidate Profile

Associate’s degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred Call center experience preferred Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal Work well under pressure and follow through on items to completion while maintaining professional demeanor Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment Demonstrated ability to mentor, coach and provide direction to a team of employees Willingness to work a flexible schedule

Career Framework Role

Manage professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Accountable for the performance and results of a team within own discipline or function. Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals. Adapt departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receive guidance from senior manager and/or director. Provide technical guidance to employees, colleagues and/or customers. Accountable for results in terms of costs, strategies and employees.

Location: IND Gurugram - 2nd Flr, RMZ Infinity, Plot No. 15, Phase IV, Udyog Vihar, Gurugram Language Requirements: Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.