Assistant Manager

Assistant Manager - International Non-Voice Operations

Location: Chennai

Company: Datamark BPO Services Pvt Ltd

About the Role

We are seeking an experienced Assistant Manager - International Non-Voice Operations to lead and manage back-office operations while driving service excellence, team performance, productivity, and client satisfaction. The ideal candidate should have strong people management skills and experience handling international non-voice processes.

Key Responsibilities

• Manage day-to-day international back-office/non-voice operations.
• Lead, coach, and develop teams to achieve business objectives.
• Monitor and drive SLA, KPI, quality, and productivity targets.
• Handle client communications and stakeholder management.
• Analyze operational metrics and implement process improvements.
• Conduct performance reviews, feedback sessions, and team development initiatives.
• Manage escalations and ensure timely resolution.
• Drive continuous improvement projects to enhance efficiency and customer experience.
• Ensure compliance with organizational and client requirements.
• Support workforce planning, resource allocation, and capacity management.

Required Skills & Experience

• 5+ years of experience in BPO/BPM operations.
• Minimum 2+ years of experience in Team Lead/Assistant Manager/Operations Management role.
• Experience in International Non-Voice or Back Office Operations.
• Strong people management and team handling experience.
• Experience managing client expectations and stakeholder relationships.
• Strong analytical, reporting, and decision-making skills.
• Excellent verbal and written communication skills.
• Hands-on experience with SLA, KPI, Quality, and Productivity management.

Preferred Skills

• Lean Six Sigma certification (preferred).
• Exposure to transition, process excellence, or continuous improvement initiatives.
• Experience in shared services, transaction processing, or banking operations will be an added advantage.

What We're Looking For

International Process Experience
Back Office / Non-Voice Operations Experience
Team Handling & People Management
Client & Stakeholder Management
SLA / KPI Management
Process Improvement Mindset

Interested candidates can apply with there updated resume.