# Senior Manager Operations

> Datamark, Inc. · Mumbai, India · Full-time · Posted 2026-07-22

**Workplace:** on_site

**Department:** Staff

## Description

### **Key Responsibilities**

### **Operational Management**

-   Lead and manage daily BPO operations across both Voice and Non-Voice processes, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
-   Develop, implement, and refine operational strategies that ensure high levels of efficiency, quality, and customer satisfaction.
-   Oversee execution of production plans and monitor team performance metrics to drive continuous improvement.
-   Handle high-level client escalations effectively and ensure issues are resolved promptly and professionally.

### **Team Leadership**

-   Lead, mentor, and develop a large workforce including managers and frontline employees (minimum 250 FTEs).
-   Conduct performance reviews, drive individual development plans, and implement team training programs to elevate skills and capabilities.
-   Promote a culture of accountability, collaboration, and continuous learning within the team.
-   Monitor workforce productivity and implement workforce management practices including shrinkage and attrition control.

### **Client Relationship Management**

-   Act as the key point of contact for client accounts, ensuring strong, trust-based relationships.
-   Conduct regular client engagements including Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs).
-   Identify and recommend operational improvements, value-add opportunities, and cross-sell/upsell solutions aligned with client goals.
-   Ensure customer satisfaction and long-term retention by proactively managing expectations and service delivery.

### **Process Improvement & Automation**

-   Lead process excellence initiatives with a focus on reducing inefficiencies, improving turnaround time, and enhancing service quality.

-   Identify and implement process automation and digitization solutions in collaboration with technology and transformation teams.
-   Standardize best practices across operations to ensure consistent performance and scalable delivery models.
-   Drive compliance with internal controls, client requirements, and relevant industry standards.

### **Financial Management**

-   Prepare, manage, and track operational budgets, ensuring optimal resource allocation and cost-effectiveness.
-   Monitor financial metrics such as gross margin (GM), cost per transaction, and overall profitability.
-   Use financial insights to make informed decisions that align operational strategies with company goals.
-   Support strategic planning through accurate financial forecasting and capacity planning.

### **Reporting & Data Analytics**

-   Generate and present detailed reports on operational, financial, and client satisfaction metrics to senior leadership.
-   Leverage advanced Excel and BI tools to analyze performance trends, operational bottlenecks, and improvement areas.
-   Utilize data-driven insights to support key business decisions and strategic initiatives.
-   Ensure accurate and timely reporting to internal stakeholders and clients.

**Location:** Thane, Maharashtra, India

**Work Type:** Full-time | Flexible for 24/7 Shifts

**Travel Requirement:** US Travel (as required)

**Experience Required:** 12–18 years

**Reporting To:** Site Leader

## Requirements

-   12–18 years of experience in BPO operations, with a strong focus on both Voice and Non-Voice services.
-   Minimum 3–5 years in a managerial role overseeing large-scale operations.
-   Extensive experience in international BPO data entry processes.
-   Strong background in capacity planning, budget control, and resource forecasting.
-   Expertise in attrition calculation, shrinkage management, and workforce analytics.
-   Proven experience in client-facing roles, particularly in QBR and MBR presentations.
-   Demonstrated ability in calculating and managing Gross Margin.
-   Experience in implementing process automation and operational excellence frameworks.
-   Proficient in MS Excel and other data management/reporting tools.
-   Valid Passport required; prior US business travel experience is a plus.
-   Excellent communication, leadership, and stakeholder management skills.

## Benefits

-   **Provident Fund (PF)** – Statutory savings and retirement benefit.
-   **Gratuity** – Provided as per applicable laws to reward long-term tenure.
-   **Mediclaim Insurance** – Comprehensive health insurance coverage for employees and dependents.
-   **International Travel Opportunities** – Especially to the US; candidates must hold a valid Passport.

## Apply

[Apply at Datamark, Inc.](https://apply.workable.com/datamark-inc/j/A06AEEDF48/apply)

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