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!
