About the Role
The Senior Manager is the Head of Delivery for the account, responsible for execution, financial management, and client satisfaction across 500 FTEs and 12 projects. This role ensures operational excellence, process transformation, and commercial health under the guidance of AVP/VP leadership.
Key Responsibilities
Operations & Program Leadership
- Direct delivery operations across India, Nicaragua, Vietnam, and the Philippines.
- Ensure successful execution of 12 projects, meeting KPIs, SLAs, and client expectations.
- Identify operational gaps and lead efficiency initiatives.
- Apply technical expertise in SQL, Excel, and data analysis to drive insights.
- Implement governance frameworks to standardize operations.
Financial & Commercial Management
- Manage account P&L, including expense control, headcount, and forecasting.
- Drive cost optimization to ensure profitability and sustainability.
Client & Stakeholder Management
- Act as the primary day-to-day client contact.
- Coordinate with internal functions and senior leadership to align resources.
- Support Sales in framing new opportunities and driving organic growth.
Qualifications
- 10+ years in BPO/IT-ITES, with 5+ years in senior management roles.
- Direct P&L management for multi-million-dollar portfolios.
- Experience leading large teams (200+ FTEs) across multiple geographies.
- Proven track record in transformation and governance programs.
- Bachelor's degree required; MBA or PMP/Lean Six Sigma preferred.
Equal Opportunity Statement
We are committed to diversity and inclusivity in our hiring practices.
