Operations Manager

Genpact is a global professional services firm that drives digital transformation for clients across industries. With deep domain expertise and a focus on lean principles, Genpact serves clients in banking, insurance, manufacturing, and consumer goods with a workforce of over 100,000 professionals worldwide.

We are hiring an Operations Manager to oversee our customer service delivery operations for a global banking client. This role will manage large teams, ensure SLA adherence, and drive continuous improvement initiatives to enhance operational efficiency and customer experience.

• Manage daily operations of 120+ FTE team handling customer service, query resolution, and complaints
• Monitor and achieve operational KPIs including SLA adherence, CSAT scores, and quality metrics
• Implement process improvement initiatives using Lean Six Sigma methodologies to enhance efficiency
• Conduct regular performance reviews, coaching sessions, and training programs for team leaders and agents
• Collaborate with client stakeholders for business reviews, reporting, and strategic planning
• Manage resource planning, attrition, recruitment, and ensure optimal team utilization

• 8-12 years of experience in BPO operations with at least 4 years in a managerial role
• Strong understanding of customer service processes, particularly in banking or financial services
• Proven track record of managing large teams (100+ FTE) and meeting stringent SLAs
• Experience with process improvement frameworks like Lean Six Sigma; Green Belt certification preferred
• Excellent leadership, communication, and stakeholder management skills
• Bachelor's degree in any discipline; MBA or relevant certifications are a plus
• Proficiency in workforce management tools, MS Excel, and reporting dashboards

• Competitive package between ₹13L – ₹18L per annum
• Lead large-scale operations for a Fortune 500 global banking client
• Work with a diverse, talented team in a performance-driven culture
• On-site role at our state-of-the-art Hyderabad facility with best-in-class amenities
• Excellent career growth opportunities with exposure to global process transformation projects

This opening is not listed on any public job portal. It is a verified internal opportunity exclusively accessible through the website careerjump.co.in and directly apply to this job role. They also have similar job openings posted daily on their website. You can also join their WhatsApp Community for daily updates on verified internal job openings.