Senior Manager Operations

Datamark, Inc.; Mumbai; On-site; INR 3,000,000 - 5,600,000; Full time

Benefits offered by this job

Provident Fund (PF)

Gratuity

Mediclaim Insurance

International Travel Opportunities

Job summary

Datamark, Inc. in Thane, Maharashtra, India, is seeking a Senior BPO Operations Head to lead daily Voice and Non-Voice operations, ensuring SLA/KPI adherence and delivering high-quality customer outcomes.

You will manage a sizeable team, drive performance reviews, training, and workforce planning, and oversee client engagements, QBRs, and MBRs while pushing process improvements and automation. Travel to the US may be required.

Qualifications

• 12–18 years of experience in BPO operations with a focus on Voice and Non-Voice services.
• Minimum 3–5 years in a managerial role overseeing large-scale operations.
• Strong background in capacity planning, budget control, and resource forecasting.
• Experience in client-facing roles, particularly in QBR and MBR presentations.
• Proven ability in calculating and managing Gross Margin.
• Experience implementing process automation and operational excellence frameworks.

Responsibilities

• Lead and manage daily BPO operations across both Voice and Non-Voice processes, ensuring SLAs and KPIs are met.
• Develop, implement, and refine operational strategies for efficiency, quality, and customer satisfaction.
• Oversee production plans and monitor team performance to drive continuous improvement.
• Handle high-level client escalations with prompt, professional resolution.
• Lead a large workforce including managers and frontline employees (minimum 250 FTEs).
• Conduct performance reviews, development plans, and training programs to elevate skills.
• Promote accountability, collaboration, and continuous learning within the team.
• Monitor productivity and apply workforce management including shrinkage and attrition control.
• Act as key client contact, ensuring strong relationships and regular engagements (QBRs/MBRs).
• Identify operational improvements and cross-sell/upsell opportunities aligned with client goals.
• Ensure customer satisfaction and long-term retention through proactive service delivery.
• Lead process excellence initiatives to reduce inefficiencies and improve turnaround time.
• Identify and implement automation and digitization solutions with technology teams.
• Standardize best practices for scalable delivery and regulatory compliance.
• Prepare, manage, and track budgets; monitor GM, cost per transaction, and profitability.
• Support strategic planning through accurate forecasting and capacity planning.
• Generate and present detailed reports on operational and client metrics to leadership.
• Leverage Excel and BI tools to analyze performance trends and bottlenecks.
• Utilize data-driven insights to inform business decisions.

Skills

BPO operations

Leadership

Forecasting

Budget control

GM calculation

Process automation

Excel

Data analytics

Client management

US travel

Tools

Excel

BI tools

Job description

Key Responsibilities

Operational Management

• Lead and manage daily BPO operations across both Voice and Non-Voice processes, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Develop, implement, and refine operational strategies that ensure high levels of efficiency, quality, and customer satisfaction.
• Oversee execution of production plans and monitor team performance metrics to drive continuous improvement.
• Handle high-level client escalations effectively and ensure issues are resolved promptly and professionally.

Team Leadership

• Lead, mentor, and develop a large workforce including managers and frontline employees (minimum 250 FTEs).
• Conduct performance reviews, drive individual development plans, and implement team training programs to elevate skills and capabilities.
• Promote a culture of accountability, collaboration, and continuous learning within the team.
• Monitor workforce productivity and implement workforce management practices including shrinkage and attrition control.

Client Relationship Management

• Act as the key point of contact for client accounts, ensuring strong, trust-based relationships.
• Conduct regular client engagements including Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs).
• Identify and recommend operational improvements, value-add opportunities, and cross-sell/upsell solutions aligned with client goals.
• Ensure customer satisfaction and long-term retention by proactively managing expectations and service delivery.

Process Improvement & Automation

• Lead process excellence initiatives with a focus on reducing inefficiencies, improving turnaround time, and enhancing service quality.

• Identify and implement process automation and digitization solutions in collaboration with technology and transformation teams.
• Standardize best practices across operations to ensure consistent performance and scalable delivery models.
• Drive compliance with internal controls, client requirements, and relevant industry standards.

Financial Management

• Prepare, manage, and track operational budgets, ensuring optimal resource allocation and cost-effectiveness.
• Monitor financial metrics such as gross margin (GM), cost per transaction, and overall profitability.
• Use financial insights to make informed decisions that align operational strategies with company goals.
• Support strategic planning through accurate financial forecasting and capacity planning.

Reporting & Data Analytics

• Generate and present detailed reports on operational, financial, and client satisfaction metrics to senior leadership.
• Leverage advanced Excel and BI tools to analyze performance trends, operational bottlenecks, and improvement areas.
• Utilize data-driven insights to support key business decisions and strategic initiatives.
• Ensure accurate and timely reporting to internal stakeholders and clients.

Location: Thane, Maharashtra, India

Work Type: Full-time | Flexible for 24/7 Shifts

Travel Requirement: US Travel (as required)

Experience Required: 12–18 years

Reporting To: Site Leader

• 12–18 years of experience in BPO operations, with a strong focus on both Voice and Non-Voice services.
• Minimum 3–5 years in a managerial role overseeing large-scale operations.
• Extensive experience in international BPO data entry processes.
• Strong background in capacity planning, budget control, and resource forecasting.
• Expertise in attrition calculation, shrinkage management, and workforce analytics.
• Proven experience in client-facing roles, particularly in QBR and MBR presentations.
• Demonstrated ability in calculating and managing Gross Margin.
• Experience in implementing process automation and operational excellence frameworks.
• Proficient in MS Excel and other data management/reporting tools.
• Valid Passport required; prior US business travel experience is a plus.
• Excellent communication, leadership, and stakeholder management skills.

• Provident Fund (PF) – Statutory savings and retirement benefit.
• Gratuity – Provided as per applicable laws to reward long-term tenure.
• Mediclaim Insurance – Comprehensive health insurance coverage for employees and dependents.
• International Travel Opportunities – Especially to the US; candidates must hold a valid Passport.