Operations Manager

1 dia atrás

São Paulo, São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiro

Key Responsibilities

  • Provide timely and meaningful reporting to senior management.
  • Plan and implement strategies to ensure account profitability.
  • Handle client interactions and manage escalations (calls or in-person).
  • Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
  • Monitor daily productivity against defined service level standards.
  • Perform audit checks on client-defined compliance requirements.
  • Coach and monitor Team Leads and AMs in day-to-day operations and people management.
  • Develop continuous learning processes for the team.
  • Supervise and support team members to ensure delivery meets or exceeds client quality standards.
  • Represent the organization during client visits and reviews.
  • Lead process re-engineering projects to optimize workflows and reduce cycle times.
  • Develop and maintain process documentation, SOPs, and compliance standards.
  • Partner with stakeholders to implement digital tools and automation for operational efficiency.
  • Monitor KPIs and prepare dashboards to track improvement outcomes.
  • Conduct training sessions on process excellence methodologies for team members.

Required/ Preferred Skills & Competencies

  • Strong knowledge of BPS operations and service delivery models.
  • Provide timely and meaningful reporting to senior management.
  • Plan and implement strategies to ensure account profitability.
  • Handle client interactions and manage escalations (calls or in-person).
  • Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
  • Monitor daily productivity against defined service level standards.
  • Perform audit checks on client-defined compliance requirements.
  • Coach and monitor Team Leads and AMs in day-to-day operations and people management.
  • Develop continuous learning processes for the team.
  • Supervise and support team members to ensure delivery meets or exceeds client quality standards.
  • Represent the organization during client visits and reviews.
  • Proficiency in process mapping tools and data analysis (Excel, Power BI).
  • Excellent communication and stakeholder management skills.
  • Ability to manage multiple projects and deliver within timelines.

Qualifications

  • Bachelor's degree in Business, Engineering, or related field.
  • 3–5 years of experience in process improvement within BPS or shared services.
  • Preferred Certification in Lean Six Sigma or equivalent preferred.

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