Operations Manager - Business Process Outsourcing

Epiq; New York (NY); On-site; USD 110,000 - 140,000; Full time

Job summary

A leading outsourcing firm is seeking an Enterprise Operations Manager in New York to oversee operational management of client relationships. The role involves managing personnel across multiple site locations, developing strategies for client satisfaction, and ensuring efficient operations. The ideal candidate will have a bachelor's degree, extensive experience in the business process outsourcing industry, and proven leadership skills. This full-time position offers a competitive salary and potential for an annual bonus.

Qualifications

• Minimum of 5 years’ experience in the business process outsourcing industry.
• Minimum of 2 years’ management experience with profit and loss responsibility.
• Experience managing multi-site and multi-client operations.

Responsibilities

• Oversee operational management of multiple client locations.
• Develop strategies to achieve 100% client satisfaction.
• Lead recruiting, developing, and training initiatives.

Skills

Client relationship management

Operational management

Strategic planning

Leadership

Problem-solving

Education

Bachelor’s degree or relevant management experience

Tools

Microsoft Office

Job description

Overview

The Enterprise Operations Manager oversees the operational and strategic management of a singular Enterprise client relationship with the primary focus of achieving and surpassing client expectations. This position reports to an Enterprise Account Director with a dedication towards achieving account profitability; serving as the primary escalation contact; providing account leadership and mentorship to the Site Managers and on-site teams.

• Manage and oversee all assigned locations, personnel, and equipment for a client with multiple locations nationally
• Oversee the Site Managers and potentially other employees at multiple site locations
• Provide management direction to ensure our accounts are receiving quality service while operating efficiently and profitably
• Develop strategies to achieve 100% client satisfaction
• Strategically engage Epiq resources to support proactive solutions and industry trends with client
• Scheduled/Unscheduled travel to all client locations to monitor account performance
• Ensure monthly report compilation, including accurate billing submittal and invoice processing
• Monthly meeting/touch points with clients in all offices
• Perform Annual end-user survey and Semi-Annual Client survey
• Preparation, presentation, and review of Strategic Business Reviews
• Lead recruiting, developing, and training initiatives to optimize account performance
• Develop account strategies in accordance with overall strategy and business plans
• Proactively provide solutions to the client contact
• Respond to client concerns
• Host recurring Site Manager meetings to train, educate and inform the on-site management team
• Develop positive relationships with client key contacts in each local office
• Ability to function with a high level of patience, tact and diplomacy
• Displays high ethical standard, integrity, work ethic, and loyalty

Qualifications & Requirements

• Bachelor’s degree required or relevant management experience
• Experience managing multi-site and multi-client operations
• Minimum 5 years’ experience in business process outsourcing industry
• Minimum 2 years’ management experience with heavy profit and loss responsibility
• Minimum of 2 years’ professional level work experience in a production environment and/or a client-service oriented field
• Working knowledge of PC applications including Microsoft Office software
• Knowledge of copy machines and utilization of typical office services equipment and technology

The Compensation range for this role is 110,000 to 140,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service
• Industries: Outsourcing and Offshoring Consulting

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