Senior Manager, Delivery

The Senior Operations Manager (SOM) is responsible for leading and overseeing multiple accounts, programs, or operational teams within the BPO organization. The role ensures operational excellence, client satisfaction, financial performance, and people development, while aligning day-to-day operations with business and client objectives.

The SOM acts as a strategic leader, escalation point, and client partner, driving performance through data, continuous improvement, and leadership capability.

Key Responsibilities

Operational Management

• Oversee daily operations across assigned accounts or programs to ensure delivery of KPIs, SLAs, and contractual obligations.
• Drive operational consistency, productivity, efficiency, and quality across teams.
• Monitor performance metrics (AHT, CSAT, NPS, SLA, productivity, attrition, etc.) and implement corrective actions as needed.
• Lead cross-functional collaboration with Workforce, Quality, Training, HR, IT, and Support teams.

Client Management

• Serve as the senior point of contact for clients, ensuring strong relationships and trust.
• Lead business reviews (weekly, monthly, quarterly) and present performance, insights, and improvement plans.
• Manage escalations effectively and ensure timely resolution of client issues and risks.
• Support client growth opportunities, expansion initiatives, and process transitions.

People Leadership

• Lead, coach, and develop Operations Managers, Team Leaders, and support leadership layers.
• Drive a high-performance culture focused on accountability, ownership, and results.
• Support talent planning, succession management, and leadership development.
• Partner with HR on engagement, retention, disciplinary actions, and policy adherence.

Financial & Commercial Oversight

• Own or support budget management, cost controls, and margin improvement initiatives.
• Ensure resource optimization and alignment with forecasted volumes.
• Identify productivity and automation opportunities to improve profitability.

Process Improvement & Governance

• Drive continuous improvement initiatives (Lean, Six Sigma, Kaizen, or similar).
• Ensure compliance with company policies, client requirements, data privacy, and security standards.
• Lead risk management, audit responses, and governance frameworks.
• Champion change management during transitions, migrations, or organizational changes.

Required Qualifications

• 4+ years of BPO experience,
• Proven experience managing multiple accounts or large headcount operations.
• Strong background in performance management, client engagement, and people leadership.
• Excellent communication, presentation, and stakeholder management skills.
• Open to work onsite and on shifting schedule

Key Competencies & Skills

• Strategic and operational thinking
• Client relationship management
• Data-driven decision making
• Financial acumen and cost management
• Strong leadership and coaching skills
• Risk management and escalation handling
• Change and transition management
• Advanced reporting and analytical skills