• Analyze and maintain all Client Service Level Agreements; implementation improvement plans as needed
• Partnering with business development to leverage and expand new business from client(s)
• maintain revenue of program(s);responsible for profitability including revenue, margins, billing, seat utilization and retention
• produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observation that would impact the bottom line.
• provide leadership and guidance to direct reports to ensure consistent administration of the company policies and standards; define and implement any corrective actions needed to meet operational performance
• establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations
• have a thorough understanding of the various system tools and operational procedures utilized within the program.
• collaborate with the stakeholders on a regular basis for change of promotion; and
• conduct all defined and required process compliance and adherence to all team members, partners and third party providers.
• conduct regular one on ones with direct reports to review individual and team performance and offer on going development support
• host business reviews on regular basis, communicate the overall objectives within common reports (service reports and operational efficiency repots), ensure that costumer , operational requirements are addressed
• participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows , industry events , and related activities
• participate in cross functional meetings to review information received from operational support functions - training, HR ,quality , WFM, requirement partner to define action plans that resolve issues and drive continuous improvement
• create a positive work environment through employee engagement; resolve resolve employee relation in a professional and timely matter

• Minimum 2 years as a senior service delivery manager/senior operations manager role; minimum 10 yrs int'l BPO
• experience managing accounts under costumer service, technical support and ecommerce business model and well versed in dealing in high volume of transactions in a BPO setting.
• deep understanding of BPO operations, including metrics like SLA, KIPs, and quality management.
• analytical skills to interpret data and generate actionable for performance improvement.
• strong ability to lead , mentor , and manage large teams, insuring high performance and engagement.
• excellent verbal and written communication skills to effectively interact with clients, stakeholders, and teams.
• Ability to analyze complete issues and make data-driven decisions promptly
• Proven experience in managing client relationships, ensuring satisfaction and service excellence
• Ability to manage changes and unexpected challenges in a dynamic environment
• Experience in managing projects, including planning, execution, and delivery within stipulated timelines
• Budgeting & Financial Acumen: Experience in managing budgets, cost control, and financial forecasting
• Work flexibility: Willingness to work any shift, including night, rotating , and weekend shifts; Ability to work across different sites as required by the company

Good-to-have:

• Knowledge on Quality Methodologies: RCA. Ishikawa, Pareto, Six Sigma, etc
• Training and Presentation Skills
• People Management Skills / Project Management Skills
• Familiarity with industry-standard tools and platforms, such as CRM software, workforce management tools, and reporting dashboards.
• Negotiation skills: Ability to negotiate with the clients and vendors for favorable terms and conditions