Position Summary
The Senior Operations Manager is responsible for leading a multi‑layered operational structure, overseeing a team of frontline leaders and their respective staff across a high‑volume, metrics‑driven environment. This role ensures operational excellence, consistent service delivery, regulatory compliance, employee engagement, and achievement of critical turnaround time (TAT) requirements. The Senior Operations Manager drives strategy, develops leaders, manages performance end‑to‑end, and ensures a proactive, high‑accountability culture across hybrid and in‑office work models.
Key Responsibilities
Leadership & People Management
- Provide strategic leadership to a group of supervisors/managers, ensuring alignment with organizational goals and operational priorities.
- Lead a large span of control with accountability for building strong leadership capability, coaching leaders, and fostering a culture of engagement, ownership, and continuous improvement.
- Ensure clear communication of priorities, performance standards, and expectations throughout all levels of staff.
- Activate Return‑to‑Office (RTO) requirements for performance remediation, development needs, or non‑compliance with productivity expectations.
Operational Excellence & Performance Accountability
- Oversee operational delivery across multiple teams, ensuring consistency, accuracy, and compliance with organizational policies.
- Drive achievement of strict turnaround time (TAT) requirements — hourly, daily, and weekly — using proactive monitoring, resource planning, and rapid issue escalation/remediation.
- Develop and manage operational dashboards, reporting mechanisms, and performance scorecards for leadership visibility.
- Identify performance gaps and implement timely interventions, coaching plans, and corrective actions for both leaders and teams.
Strategic Planning & Process Improvement
- Lead operational strategy, contributing to both near‑term and long‑term planning initiatives that drive efficiency and scalability.
- Evaluate processes end‑to‑end and sponsor improvement initiatives that streamline workflow, reduce errors, enhance throughput, and elevate service quality.
- Partner with cross‑functional leaders to align on goals, share best practices, and support enterprise‑wide operational integration.
Hybrid Work & Workforce Management
- Manage workforce planning across hybrid schedules, ensuring appropriate staffing, coverage, productivity, and balanced workloads.
- Maintain accountability for on‑site participation, hybrid expectations, and work‑from‑office needs based on performance or operational demands.
- Ensure leaders are equipped to manage virtual teams effectively through structured communication, monitoring, and engagement tactics.
Regulatory Compliance & Quality Assurance
- Serve as senior point of oversight for regulatory audits, accreditation activities, and compliance monitoring.
- Ensure all teams consistently apply standard operating procedures, quality requirements, and regulatory standards.
- Partner with quality teams to implement corrective action plans and conduct ongoing quality improvement initiatives.
Stakeholder Collaboration & Escalation Leadership
- Act as senior escalation point for complex issues requiring immediate attention, root‑cause analysis, or cross‑functional intervention.
- Collaborate closely with Account Management, Clinical teams, and other operational units to support customer satisfaction and seamless service delivery.
- Communicate performance trends, risks, escalations, and resolution plans with clarity and urgency to senior leadership.
Reporting & Analytics
- Deliver timely and accurate reports on performance metrics, TAT compliance, staffing needs, quality outcomes, and operational insights.
- Use data and analytics to drive decision‑making, forecast risks, and proactively adjust resources or processes.
The position requires at least 2 years of managerial experience and 8 years of people leadership experience in any BPO operations.
