Senior manager

Datamark Bpo Service; Chennai District; On-site; INR 2,600,000 - 3,800,000; Full time

Job summary

Datamark Bpo Service in Chennai district seeks an experienced Senior Manager - Back Office Operations to lead large-scale teams and drive operational excellence. You will focus on people management, client handling, operational reporting, and process optimization to deliver exceptional service.

You will manage 400+ employees, drive KPIs, MIS dashboards, workforce planning, and ensure adherence to quality standards, while mentoring leaders and maintaining strong client relationships.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or related field.
• 10+ years of experience in Operations Management, with 3-5 years in a Senior Managerial role.
• Experience in managing large teams (400+ employees) in back office/BPO/shared services.
• Strong expertise in MIS reporting, data analysis, and dashboard management.
• Hands-on experience in client management and stakeholder engagement.
• Excellent knowledge of resource planning, manpower forecasting, and workforce management.

Responsibilities

• Lead and manage back office operations with a workforce of 400+ employees.
• Drive operational excellence, productivity, and service delivery performance.
• Prepare, analyze, and present MIS reports, dashboards, and business performance metrics.
• Manage client relationships and serve as the primary contact for escalations and reviews.
• Oversee resource planning, workforce allocation, and capacity management.
• Monitor KPIs, SLAs, and implement corrective action plans.
• Identify process improvement opportunities and drive efficiency initiatives.
• Collaborate with cross-functional teams to achieve business objectives.
• Ensure compliance with policies, quality standards, and guidelines.
• Mentor and develop team leaders to build a high-performance culture.
• Handle stakeholder management and support strategic decisions with data-driven insights.

Skills

Leadership

MIS reporting

Data analysis

Dashboard management

Client management

Stakeholder engagement

Resource planning

Manpower forecasting

Workforce management

MS Excel

PowerPoint

Communication skills

Education

Bachelor's degree in Business Administration/Operations Management

Tools

MS Excel

PowerPoint

Reporting tools

Job description

Job Description:

We are seeking an experienced and result-oriented Senior Manager - Back Office Operations to lead and manage large-scale operational teams. The ideal candidate should have strong expertise in people management, client handling, operational reporting, workforce planning, and process optimization.

Key Responsibilities:

• Lead and manage back office operations with a workforce of approximately 400+ employees.
• Drive operational excellence, productivity, and service delivery performance.
• Prepare, analyze, and present MIS reports, dashboards, and business performance metrics.
• Manage client relationships and serve as the primary point of contact for operational escalations and business reviews.
• Oversee resource planning, workforce allocation, and capacity management to ensure optimal utilization.
• Monitor KPIs, SLAs, and operational target while implementing corrective action plans when required.
• Identify process improvement opportunities and drive operational efficiency initiatives.
• Collaborate with cross-functional teams to achieve business objectives.
• Ensure compliance with company policies, quality standards, and operational guidelines.
• Mentor, coach, and develop team leaders and managers to build a high-performance culture.
• Handle stakeholder management and support strategic business decisions through data-driven insights.
• Drive employee engagement, retention, and succession planning initiatives.

Preferred Candidate Profile

• Bachelor's Degree in Business Administration, Operations Management, or related field.
• 10+ years of experience in Operations Management, with at least 3-5 years in a Senior Managerial role.
• Proven experience in managing large teams of 400+ employees in back office/BPO/shared services operations.
• Strong expertise in MIS reporting, data analysis, and dashboard management.
• Hands‑on experience in client management and stakeholder engagement.
• Excellent knowledge of resource planning, manpower forecasting, and workforce management.
• Strong leadership, decision‑making, and problem‑solving skills.
• Proficiency in MS Excel, PowerPoint, and reporting tools.
• Excellent communication and presentation skills.
• Experience in process improvement, quality management, and operational excellence initiatives is preferred.