Senior Manager Operations

DATAMARK, Inc.; Thane; On-site; INR 3,200,000 - 5,200,000; Full time

Benefits offered by this job

Provident Fund (PF)

Gratuity

Mediclaim Insurance

International Travel Opportunities

Job summary

DATAMARK, Inc. in Thane, Maharashtra is seeking an experienced Senior Operations Leader to oversee daily BPO operations across Voice and Non-Voice. You will guide production plans, drive continuous improvement, and manage high-level client escalations to ensure SLA/KPI compliance.

The role requires 12–18 years in BPO operations with a strong managerial background, international data-entry experience, and expertise in capacity planning, budgeting, and workforce analytics.

Qualifications

• 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.

Responsibilities

• Lead and manage daily BPO operations across both Voice and Non-Voice processes, ensuring compliance with SLAs and KPIs.
• Develop, implement, and refine operational strategies for efficiency, quality, and customer satisfaction.
• Oversee production plans and monitor performance metrics to drive continuous improvement.
• Handle high-level client escalations and ensure prompt resolutions.
• Lead, mentor, and develop a large workforce including managers and frontline employees (min 250 FTEs).
• Promote accountability and continuous learning within the team.
• Identify operational improvements and cross-sell/upsell opportunities aligned with client goals.
• Lead process excellence initiatives to reduce inefficiencies and improve turnaround time.
• Prepare, manage, and track operational budgets and monitor GM, cost per transaction, and profitability.
• Generate and present detailed reports on operational, financial, and client satisfaction metrics.

Skills

Leadership

Stakeholder management

Operational excellence

Performance management

People management

Tools

MS 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.