XTN-7852872 | SR. OPERATIONS MANAGER

We are seeking an experienced and adaptable Senior Operations Manager to oversee a critical portfolio of multiple small-to-mid-sized accounts (or contracts) with varying business requirements and Lines of Business (LOBs). This role is ideal for a leader who excels at juggling diverse priorities, implementing standardized operational excellence across highly varied client deliverables, and driving high-impact results with lean teams. You will be directly responsible for the operational stability, financial health, and client satisfaction of your entire account portfolio.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Operational Oversight & Efficiency

• Manage Diverse Operations: Own the end-to-end operations for a portfolio of X to Y accounts, ensuring consistent service delivery across different LOBs (e.g., Finance, HR Support, Creative Services, Customer Service, etc.).
• Standardize Processes: Design, document, and implement standardized best practices, reporting templates, and risk mitigation strategies that can be efficiently adapted and deployed across all managed accounts, regardless of their specific LOB.
• Performance Management: Establish and monitor all relevant Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and operational targets for each account. Analyze performance trends and execute targeted action plans to ensure continuous improvement.

Account Management & Financial Health

• Client Relationship Management: Serve as the primary operational point of contact for client stakeholders across your portfolio. Conduct regular business reviews to ensure transparency, manage expectations, and identify opportunities for account growth.
• Financial Accountability: Oversee the operational budgets, resource allocation, and profitability for each account. Drive cost efficiencies and ensure high utilization and billability of small account teams.
• Risk & Compliance: Ensure all operational activities within the portfolio adhere to client contractual terms, company policies, and relevant regulatory requirements.
  
  

  Team Leadership & People Management

  • Small Team Leadership: Directly manage and mentor a team of supervisors or team leads who oversee the small, dedicated account teams.
  • Resource Optimization: Proactively manage cross-training and resource allocation across the portfolio to handle volume fluctuations, manage succession planning, and prevent single points of failure within the small-headcount environments.
  • Culture & Engagement: Foster a culture of accountability, innovation, and client-centricity within all account teams, ensuring high employee engagement despite the disparate nature of the work.

Required Qualifications

• Experience: Minimum of 5+ years in Operations Management, with at least 3 years in a Senior or leadership capacity managing a multi-client or multi-LOB portfolio.
• Portfolio Management: Proven experience successfully managing multiple operational units or accounts simultaneously, specifically those with smaller team sizes (e.g., <20 FTE per account).
• Adaptability: Demonstrated ability to quickly understand and manage operational complexities in varied LOBs without requiring deep prior experience in every area.
• Communication: Exceptional written and verbal communication, negotiation, and presentation skills for high-level client and internal stakeholder management.
• Analytical Skills: High proficiency in data analysis, budgeting, forecasting, and reporting to make data-driven decisions that impact both efficiency and profitability.
• Education: Bachelor’s degree in Business Administration, Operations Management, or a related field.

Desired Qualifications

• Experience in the Business Process Outsourcing (BPO) or shared services industry.
• Certification in Lean Six Sigma, PMP, or other continuous improvement methodologies.
• Experience with relevant operations management software, CRM systems, or Workforce Management (WFM) tools.