Operations Manager

Job Description

Job Title: Operations Manager Voice/Blended
Shift: UK Rotational
Location: Pune (Work from Office)

About the Role

We are seeking an experienced Operations Manager to lead Voice and blended process for an international client. The role involves managing a headcount of approximately 100+ FTEs, overseeing multiple work types, and driving strong people management, performance, and service delivery outcomes.

Key Responsibilities

• Drive overall operational performance and ensure highquality service delivery across all work types.
• Manage and lead a team of approximately 100+ FTEs, including Team Leaders and individual contributors.
• Oversee multiple work streams, ensuring compliance with agreed work orders, SLAs, and KPIs.
• Ensure adherence to UK rotational shift schedules, night operations, and workfromoffice requirements.
• Build and maintain strong client relationships, acting as a primary point of contact for operational discussions.
• Monitor, analyze, and improve key performance metrics, including productivity, quality, CSAT, and NPS.
• Drive people development, succession planning, talent retention, and performance improvement plans.
• Partner effectively with onshore and offshore stakeholders to ensure seamless delivery.
• Identify process gaps and implement continuous improvement initiatives to improve efficiency and customer outcomes.

Requirements

• Excellent verbal and written communication skills (mandatory).
• Proven experience in operations management, handling large teams (80120 FTEs) within an international BPO environment.
• Strong people management, leadership, and coaching capabilities.
• Ability to work flexible hours in UK rotational shifts, including nights as required.
• Strong client engagement and stakeholder management skills.
• Experience in international processes (UK/US), preferably in banking or financial.
• High ownership mindset with a focus on quality, governance, and customer outcomes.