Senior manager

Job Description:

We are seeking an experienced and result-oriented Senior Manager - Back Office Operations to lead and manage large-scale operational teams. The ideal candidate should have strong expertise in people management, client handling, operational reporting, workforce planning, and process optimization.

Key Responsibilities:

• Lead and manage back office operations with a workforce of approximately 400+ employees.
• Drive operational excellence, productivity, and service delivery performance.
• Prepare, analyze, and present MIS reports, dashboards, and business performance metrics.
• Manage client relationships and serve as the primary point of contact for operational escalations and business reviews.
• Oversee resource planning, workforce allocation, and capacity management to ensure optimal utilization.
• Monitor KPIs, SLAs, and operational targets while implementing corrective action plans when required.
• Identify process improvement opportunities and drive operational efficiency initiatives.
• Collaborate with cross-functional teams to achieve business objectives.
• Ensure compliance with company policies, quality standards, and operational guidelines.
• Mentor, coach, and develop team leaders and managers to build a high-performance culture.
• Handle stakeholder management and support strategic business decisions through data-driven insights.
• Drive employee engagement, retention, and succession planning initiatives.

Preferred Candidate Profile

• Bachelor's Degree in Business Administration, Operations Management, or related field.
• 10+ years of experience in Operations Management, with at least 3-5 years in a Senior Managerial role.
• Proven experience in managing large teams of 400+ employees in back office/BPO/shared services operations.
• Strong expertise in MIS reporting, data analysis, and dashboard management.
• Hands-on experience in client management and stakeholder engagement.
• Excellent knowledge of resource planning, manpower forecasting, and workforce management.
• Strong leadership, decision-making, and problem-solving skills.
• Proficiency in MS Excel, PowerPoint, and reporting tools.
• Excellent communication and presentation skills.
• Experience in process improvement, quality management, and operational excellence initiatives is preferred.

Interested candidates can share there updated resume to Jackson HR whatsapp [phone removed]