Sr. Manager, Operations

Concentrix; Bengaluru Urban; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Concentrix in Bangalore seeks a Delivery Leader to oversee operations for a leading fintech client. You will drive performance, manage P&L, and align delivery with the client’s strategic goals.

You will lead a large, global operations team, optimize resource allocation, and implement scalable processes while ensuring compliance and high client satisfaction across regions.

Qualifications

• 12+ years of BPO/Contact Centre operations experience.
• Profound knowledge of banking operations: KYC, AML, sanctions, fraud investigations.
• Experience in leading large, global teams and cross-functional initiatives.

Responsibilities

• Manage P&L and develop execution of the overall business strategy.
• Drive operational improvements and optimize resource allocation.
• Lead a large, high-performance global team and scalable processes.
• Build and align strategy with growth objectives and budgets.
• Collaborate with Sales & Marketing across geographies to drive growth.
• Deploy best practices and lead innovation between client and Concentrix.
• Strengthen domain capabilities and ensure regulatory compliance.
• Ensure client satisfaction and act as the voice of the customer.

Skills

P&L management

Operations leadership

Team management

Strategic planning

Business growth

Process optimization

Innovation

Compliance

Client relationship management

Cross-functional collaboration

Job description

We are seeking a Delivery Leader, who will be responsible for managing the operations for a leading Fintech client in Bangalore.

ESSENTIAL JOB ELEMENTS

• P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy.
• Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.
• Team management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure.
• Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.)
• Business Growth: Support business growth by collaborating with Sales & marketing across geographies.
• Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.
• Innovation: Lead innovation & value add efforts between Client and Concentrix.
• Domain Capability: Strengthen domain capabilities.
• Compliance: Ensure compliance with all client regulatory requirements
• Client Satisfaction: Ensure client satisfaction. Become 'Voice of the Customer' Establish strong relationships with clients.

PROFILE & EXPERIENCE

• 12+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operations.
• Domain Knowledge: Profound understanding of banking operations, particularly in Transaction monitoring, Sanctions, Screening, KYC (Know Your Customer), CDD (Customer Due Diligence), EDD (Enhanced Due Diligence), Chargeback, Disputes, Fraud Investigations, AML (Anti-Money Laundering), and AFC (Anti-Financial Crime).
• Flexible to Work from office