MANAGER, OPERATIONS

Overview

The Operations Manager is responsible for overseeing daily operations, ensuring achievement of client and internal performance metrics, and driving overall business performance. This role manages account profitability, operational efficiency, and team development while serving as a key liaison between the organization and client stakeholders.

Responsibilities

Client Performance & Service Delivery

• Ensure compliance with client performance metrics to drive satisfaction and exceed expectations, including:
• Scorecard performance
• Quality
• Adherence
• Turnaround Time
• Throughput
• Analyze reports and staffing patterns to maintain required service levels
• Conduct Focus Group Discussions (FGDs) to identify and address employee concerns

Operational & Financial Management

• Manage account performance against internal metrics, including:
• ...