High Salary: Head of Service Operations

Job Title: Senior Manager / Head of Service Operations (BPO & ATM Field Exp)
Location: Kalyani Nagar, Pune
Experience: 8-10 Years (Relevant Experience in BPO Service/Operations for US/UK/Europe Processes)
Industry: BPO / ITES
Job Summary:
We are seeking a Senior Manager / Head of Service Operations to lead and drive BPO service delivery and operational excellence. The ideal candidate will have 8-10 years of relevant experience managing US, UK, and European processes, ensuring efficiency, compliance, and customer satisfaction. This role requires strong leadership, process optimization expertise, and the ability to manage large teams in a fast-paced environment.
Key Responsibilities:
Service Operations & Delivery
- Lead end-to-end BPO service operations across multiple international markets (US/UK/Europe).
- Ensure KPIs, SLAs, and quality standards are met or exceeded.
- Optimize workforce management, capacity planning, and resource allocation for operational efficiency.
- Drive continuous process improvements using industry best practices and automation.
Team Leadership & Performance Management
- Manage and mentor large teams of managers, team leaders, and frontline agents.
- Build a high-performance culture with a focus on employee engagement, training, and development.
- Conduct regular performance reviews, coaching, and leadership development programs.
Stakeholder & Client Management
- Act as a strategic partner to clients, ensuring service excellence and business alignment.
- Manage client expectations, resolve escalations, and drive operational transparency.
- Collaborate with cross-functional teams (HR, Training, Quality, IT) to enhance service delivery.
Process Excellence & Compliance
- Implement lean and six sigma methodologies to drive efficiency and reduce costs.
- Ensure adherence to global compliance standards, data security, and regulatory requirements.
- Monitor and analyze operational metrics, providing insights for decision-making and strategy formulation.
Key Skills & Competencies:
- Proven expertise in BPO and ATM service operations, customer support, and process management.
- Strong experience in handling US, UK, and European clients and processes.
- Ability to drive operational efficiencies, automation, and digital transformation.
- Excellent leadership, communication, and stakeholder management skills.
- Experience in P&L management, budgeting, and cost optimization.
- Strong analytical and problem-solving abilities with a data-driven approach.
Qualifications:
- Graduate / Postgraduate in Business Administration, Operations, or related field.
- Certifications in Six Sigma, Lean Management, or ITIL (preferred).