Senior Manager – Back Office Operations

PrimeTalentBridge; Dadri; Hybrid; INR 1,800,000 - 2,800,000; Full time

Job summary

PrimeTalentBridge is seeking a Senior Manager to lead a large back-office transaction-processing operation in Noida, Uttar Pradesh. The role is hybrid, with a strong emphasis on SLA achievement, productivity, quality and turnaround times.

You will rely on senior leadership, people management and stakeholder engagement to drive results. As part of a multinational client team, you will drive continuous process improvements, coach managers and agents, oversee performance reviews and appraisals, and

Qualifications

• Senior management experience in back-office/BPO operations.
• Proven ability to manage SLA-driven operations and quality targets.
• Strong people leadership and stakeholder engagement capabilities.

Responsibilities

• Ensure achievement of client service levels covering productivity, quality and turnaround time.
• Develop operational strategies to improve service delivery.
• Drive initiatives to reduce employee attrition.
• Improve employee engagement and satisfaction.
• Maintain regular engagement with operations teams.
• Conduct documented monthly performance reviews.

Skills

Operations leadership

People management

Performance management

SLA delivery

Stakeholder management

Analytical thinking

Job description

Senior Manager – Back Office Operations

Location

Noida, Uttar Pradesh

Work Mode

Hybrid

Experience

Senior Management

Function / Domain

Back Office / BPO Operations

Role Overview

Our multinational client is seeking an experienced Senior Manager to lead a large back-office transaction-processing operation. The position requires strong operations leadership, people management, performance management and SLA-delivery capabilities.

Key Responsibilities

• Ensure achievement of client service levels covering productivity, quality and turnaround time.
• Develop operational strategies to improve service delivery.
• Drive initiatives to reduce employee attrition.
• Improve employee engagement and satisfaction.
• Maintain regular engagement with operations teams.
• Conduct documented monthly performance reviews.
• Oversee quarterly and annual employee appraisals.
• Evaluate performance against quantitative and qualitative measures.
• Coach and mentor agents, team leaders and assistant managers.
• Identify development requirements and implement appropriate action plans.
• Monitor operational risks and escalations.
• Drive continuous process improvement.
• Maintain strong stakeholder relationships.
• Significant experience managing back-office/BPO operations.
• Strong people-leadership experience.
• Proven experience managing SLA-driven operations.
• Experience with performance-management systems.
• Strong understanding of productivity, quality and TAT metrics.
• Excellent communication and stakeholder-management skills.
• Strong analytical and decision-making capabilities.