Senior Manager

Tech Mahindra; Mumbai Suburban; On-site; INR 2,800,000 - 4,600,000; Full time

Job summary

Tech Mahindra in Mumbai seeks an experienced Senior Operations Manager to lead telecom operations, ensuring service excellence and efficiency across multiple functions. You will manage large teams, drive process improvements, and collaborate with stakeholders to deliver outstanding customer experiences.

The role requires 10-15+ years in Telecom BPO/Customer Operations with at least 5 years in leadership, strong analytics, and proficiency in dashboards.

Qualifications

• Bachelor's degree (MBA preferred).
• Strong experience in Telecom Operations, BPO, Customer Experience, or Shared Services.
• Proven leadership experience managing 200+ FTEs and multiple managerial layers.
• Excellent understanding of telecom products, services, billing systems, and customer lifecycle management.
• Strong analytical and problem-solving skills.
• Expertise in KPI management, SLA governance, and client management.
• Proficiency in MIS reporting, Excel, Power BI, and operational dashboards.
• Knowledge of Lean, Six Sigma, or process improvement methodologies is preferred.
• Excellent communication, stakeholder management, and presentation skills.

Responsibilities

• Lead end-to-end telecom operations across customer service, technical support, provisioning, billing, or back-office functions.
• Manage multiple team managers and large operational teams to achieve business targets.
• Monitor and improve KPIs such as SLA, CSAT, NPS, AHT, FCR, Quality, and Productivity.
• Drive operational excellence through process optimization, automation, and continuous improvement initiatives.
• Ensure compliance with client requirements, regulatory standards, and organizational policies.
• Analyze operational data and MIS reports to identify trends, risks, and opportunities.
• Conduct regular business reviews with internal stakeholders and clients.
• Manage workforce planning, resource utilization, and capacity forecasting.
• Lead employee engagement, talent development, succession planning, and retention initiatives.
• Handle escalations and critical business issues with effective resolution strategies.
• Support transitions, migrations, and process transformation projects.

Skills

Leadership

Telecom Operations

BPO / Customer Ops

Analytical skills

KPI governance

Stakeholder management

Communication

Presentation skills

Education

Bachelor's degree

MBA preferred

Tools

Excel

Power BI

Job description

Senior Operations Manager Telecom Operations

Experience

10-15+ years in Telecom BPO/Customer Operations, with at least 5 years in a leadership role.

Job Summary

We are seeking an experienced Senior Operations Manager to lead and manage telecom operations, ensuring service excellence, operational efficiency, customer satisfaction, and achievement of business objectives. The role involves managing large teams, driving process improvements, maintaining SLA adherence, and collaborating with cross-functional stakeholders to deliver exceptional customer experiences.

Key Responsibilities

• Lead end-to-end telecom operations across customer service, technical support, provisioning, billing, or back-office functions.
• Manage multiple team managers and large operational teams to achieve business targets.
• Monitor and improve key performance indicators (KPIs) such as SLA, CSAT, NPS, AHT, FCR, Quality, and Productivity.
• Drive operational excellence through process optimization, automation, and continuous improvement initiatives.
• Ensure compliance with client requirements, regulatory standards, and organizational policies.
• Analyze operational data and MIS reports to identify trends, risks, and opportunities.
• Conduct regular business reviews with internal stakeholders and clients.
• Manage workforce planning, resource utilization, and capacity forecasting.
• Lead employee engagement, talent development, succession planning, and retention initiatives.
• Handle escalations and critical business issues with effective resolution strategies.
• Support transitions, migrations, and process transformation projects.

Required Skills & Qualifications

• Bachelor's degree; MBA preferred.
• Strong experience in Telecom Operations, BPO, Customer Experience, or Shared Services.
• Proven leadership experience managing 200+ FTEs and multiple managerial layers.
• Excellent understanding of telecom products, services, billing systems, and customer lifecycle management.
• Strong analytical and problem-solving skills.
• Expertise in KPI management, SLA governance, and client management.
• Proficiency in MIS reporting, Excel, Power BI, and operational dashboards.
• Knowledge of Lean, Six Sigma, or process improvement methodologies is preferred.
• Excellent communication, stakeholder management, and presentation skills.

Key Performance Indicators (KPIs)

• SLA Compliance
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• First Call Resolution (FCR)
• Quality Score
• Productivity & Utilization
• Revenue/Cost Optimization
• Employee Engagement & Attrition Management

Preferred Competencies

• Strategic Thinking
• People Leadership
• Client Relationship Management
• Decision Making
• Change Management
• Process Excellence
• Data-Driven Management
• Business Acumen