Operations Manager (Pioneer Account)
Qualifications:
- Bachelor's Degree in any field
- 78 years of related experience in operations management.
- At least 2-3 years of experience in managing Supervisors, Team Leads, or Associate Managers.
- Experience in HCM Platforms (Workday, ADP, SAP) is required.
- Experience in Customer Service or similar functions.
- Proven leadership in launching new BPO accounts, transitions, or pilot programs.
- Deep competency in capacity planning, WFM forecasting, and cost modeling needed for a new account.
- Experience in continuous improvement frameworks (Lean Six Sigma preferred).
- Familiarity with HRIS/HCM, payroll, or SaaS support environments (UKG, ADP, Workday, etc.) highly preferred.
- Ability to work with cross-functional teams (Recruitment, Training, Quality, WFM, HR, IT, Facilities) to execute launch objectives.
- Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics.
Key Responsibilities:
- Manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs.
- Lead multiple programs or LOBs, including Profit & Loss accountability.
- Act as site POC and oversee business continuity requirements.
- Lead the creation of SOPs, governance structures, reporting models, escalation matrices, and standard workflows.
- Drive client calibration rituals, success metrics definition, and performance governance (daily/weekly/monthly cycles).
- Oversee all pilot readiness components: hiring waves, WFM staffing plans, nesting strategy, TTT, and IT readiness.
