Dear Candidate,

We’re seeking a Program Manager (Senior Manager – BPO Operations) with 15+ years of BPO experience and 5+ years in a managerial role to join one of our departments.

Summary of essential job functions:

• PnL Management – Ensure revenue and profitability goals are met
• Client Management – Maintain strong client relationship, communicate proactively and partner towards meeting client objectives
• Champion business growth – Work with internal and client stake holders and explore potential business growth opportunities
• Employee satisfaction – Ensure employee satisfaction levels meet org defined goals. Drive engagement related activities

Minimum requirements (Education Qualification & Work Experience)

Graduate

Competency Requirements: [Technical & Behavioral]

• Superior knowledge of multiple operational functions and principles, including operations, client, and employee management
• Proven ability to plan and manage operational process for maximum efficiency and productivity
• Ability to streamline and implement new structures, processes improvements that create speed, efficiency, and support rapidly shifting business demands
• Strong working knowledge of industry regulations and legislative guidelines

Job Responsibilities

• Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for our key initiatives
• Build and maintain relationships with all department heads, external partners to make decisions regarding operational activity and strategic goals
• Plan, monitor, and analyze key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks
• Devise strategies to ensure growth of programs, identifying and implementing process improvements that will maximize output and minimize costs
• Uphold organization policies and standards, ensuring legislative regulations are followed
• Work closely with human resources to lead team with integrity and establish and maintain a trusting, inclusive, and productive environment