Senior Operations Manager

Position Name Sr. Manager Operations. Job No : KONE-14933 Position type: Permanent Total Exp: 10 to 12 years, with 6+ years in leadership role. No of Position: 1 Notice Period: 15 Days - Immediate Asset: Laptop Mandatory for interview Work Location: Pune (Magarpatta City) Shift: Should be flexible with day and night shifts Work Type: Work from office Interview Rounds: 3 Interview Mode: Teams interview Shift Night Shift Department: Operations / Compliance / Legal Support

Must have: Position Overview Info: We are looking for an experienced and dynamic Sr. Manager – US Operations to lead and optimize our US operations, ensuring excellent service delivery, operational efficiency, and client satisfaction. This role requires hands-on leadership and the ability to work closely with cross-functional teams to drive business growth and operational excellence. This position requires full-time, on-site presence in the office to maintain close coordination with teams and stakeholders. Required Skills Must Have: Experience in managing US time-zone operations (overlapping working hours or night shifts). Must Have: Strong negotiation and conflict resolution abilities. Must Have: Budgeting and financial management skills. Must Have: Ability to foster a positive and motivating work environment. Must Have: Data-driven mindset with experience in KPIs and dashboards. Key Responsibilities Must Have: Operational Leadership: Oversee daily operations of US-based projects, ensuring targets, SLAs, and KPIs are consistently met or exceeded. Must Have: Team Management: Lead, mentor, and develop a high-performing team including Operations Managers, Team Leads, and support staff. Must Have: Client Management: Act as the primary point of contact for key US clients, managing expectations, resolving escalations, and ensuring client satisfaction. Must Have: Process Optimization: Identify operational bottlenecks and implement process improvements using data-driven insights to enhance efficiency, quality, and customer experience. Must Have: Operations Excellence: Data driven analysis of processes, people & technology by deep diving into data for meaningful insights and identification of gaps. Must Have: Strategic Planning: Collaborate with senior leadership to develop operational strategies that support company goals and growth plans. Must Have: Reporting and Analytics: Monitor key metrics, prepare detailed operational reports, and present findings and action plans to senior management. Must Have: Compliance and Quality: Ensure operations comply with company policies, contractual obligations, and industry regulations. Must Have: Resource Planning: Manage workforce planning, scheduling, and budgeting to meet dynamic business needs and optimize resource utilization. Must Have: Change Management: Lead and support change initiatives, technology rollouts, and process automation projects. Must Have: Risk Management: Identify operational risks and implement mitigation strategies to minimize business disruption Required Qualifications Must Have: Bachelor’s degree in business administration, Operations Management, or related field (MBA preferred). Must Have: Minimum 10 years of experience in operations management, preferably within US-based BPO and customer service environments. Must Have: At least 6 years in a senior leadership role managing cross-functional teams. Must Have: Strong understanding of US business culture, labour laws, and customer service expectations. Must Have: Strong background in data analysis and data visualization. Must Have: Proven ability to manage large-scale operations and multi-site teams. Must Have: Excellent problem-solving, decision-making, and analytical skills. Must Have: Exceptional communication and interpersonal skills to manage internal teams and client relationships effectively. Must Have: Proficient with operational tools and software (e.g., workforce management systems, CRM, reporting tools). Must Have: Experience with process improvement methodologies such as Lean, Six Sigma is a plus. Must Have: Ability to work in a fast-paced, dynamic environment with changing priorities.