About the Role

We are looking for an experienced and results-driven Business Process Services (BPS) Operations Manager to lead our Order Processing, Social Media Engagement, and Feedback Management teams. This role is responsible for driving operational excellence, leading high-performing teams, improving customer experience, and leveraging technology and AI-enabled tools to enhance business performance.

If you're passionate about operational leadership, continuous improvement, and delivering exceptional customer service in a fast-paced environment, we'd love to hear from you.

Key Responsibilities

Lead the day-to-day operations of Order Processing, Social Media Engagement, and Feedback Management.
Ensure service levels, productivity, quality, and customer satisfaction targets are consistently achieved.
Monitor operational performance and implement process improvements to enhance efficiency and accuracy.
Analyze KPIs and provide actionable insights to drive business decisions.
Coach, mentor, and develop a high-performing operations team.
Collaborate with cross-functional stakeholders to resolve operational issues and improve workflows.
Champion the adoption of digital platforms and AI-enabled tools to improve productivity and operational excellence.

Qualifications:

Bachelor's degree in any four-year course.
5–7 years of experience in Operations Management, preferably in BPO, Shared Services, Customer Experience, E-commerce, or Service Desk environments.
At least 3 years of people leadership experience.
Strong analytical, stakeholder management, and problem-solving skills.
Experience in process improvement, KPI management, and operational reporting.
Familiarity with CRM platforms, customer engagement tools, and AI productivity tools is an advantage.

What We're Looking For:

Operational Excellence
Customer-Centric Leadership
People Development & Coaching
Data-Driven Decision Making
Process Improvement Mindset
Digital Transformation & AI Adoption
Strong Communication & Collaboration Skills

If you're ready to make an impact and lead a team committed to operational excellence, we encourage you to apply today!

Business Process Services Manager