BPS - Voice Assistant Manager-Operations

Operations & Service Delivery

1. Ensure end-to-end delivery of assigned processes/services in line with contractual SLAs and KPIs (Productivity, Quality, TAT, Compliance).
2. Monitor daily/weekly/monthly performance dashboards and take proactive corrective actions for any deviations.
3. Manage volume fluctuations, staffing plans, and workload redistribution to meet delivery commitments.
4. Own incident management , root cause analysis (RCA), and corrective/preventive action (CAPA) closure.

People & Team Management

1. Manage and mentor Team Leaders / SMEs / Associates ; conduct regular connect sessions and performance reviews.
2. Drive capability building , cross-skilling, and succession planning within the team.
3. Handle employee concerns, attrition risks, and engagement initiatives to maintain team morale.
4. Support recruitment, onboarding, and transition of new resources.

Quality, Risk & Compliance

1. Ensure 100% compliance with internal controls, client requirements, and audit standards.
2. Own quality improvement plans, manage audits/reviews, and drive closure of observations.
3. Identify operational risks and maintain/update risk and control logs .

Client & Stakeholder Management

1. Act as a key point of contact for client operations stakeholders .
2. Participate in governance calls, prepare performance packs, and present operational insights.
3. Manage client escalations effectively and support continuous improvement conversations.

Continuous Improvement & Transformation

1. Identify and implement process improvements , automation, or efficiency levers.
2. Support RPA / digital initiatives, SOP updates, and service definition reviews.
3. Track benefits from improvements (cost, FTE, quality, productivity).

Reporting & MIS

1. Own operational MIS, dashboards, and management reports.
2. Provide data-backed insights to senior leadership on trends, risks, and opportunities.

Total Experience Expected: 05-08 years Qualifications

Graduate and above

Preferably MBA