Senior Manager Operations

Preferred Requirements

- Experience in Order-to-Cash (O2C), Customer Service, Record Management, Shared Services, or Finance Operations.
- Managed large-scale F&A/O2C operations with 100+ FTEs.
- Exposure to global clients and service delivery environments.
- Lean Six Sigma certification or continuous improvement experience.
- Proven ownership of service delivery, productivity, quality, customer satisfaction, governance, and financial performance.
- Strong client and stakeholder management experience, including governance reviews and escalations.
- Track record in operational excellence, automation, transformation, and cost optimization initiatives.

Roles & Responsibilities

- Lead end-to-end service delivery, ensuring SLA, quality, productivity, and customer satisfaction targets are met.
- Serve as primary client contact for governance, business reviews, escalations, and strategic initiatives.
- Manage large operational teams through managers, team leads, and SMEs.
- Drive operational excellence through performance management, risk mitigation, and continuous improvement.
- Analyze operational performance and implement data-driven solutions.
- Partner with cross-functional teams to improve business outcomes.
- Lead automation and transformation initiatives to enhance efficiency and customer experience.
- Develop leadership capability through coaching, succession planning, and talent development.
- Ensure compliance with organizational, regulatory, and business continuity requirements.

Required Skills

- Strong experience managing large-scale operations with accountability for service delivery and client satisfaction.
- Excellent stakeholder, governance, and client management skills.
- Proven ability to lead multi-layered teams in a fast-paced environment.
- Strong analytical, problem-solving, and decision-making capabilities.
- Expertise in operational excellence, process improvement, automation, and transformation.
- Strong knowledge of SLA management, governance, risk management, and escalations.
- Excellent communication, presentation, and leadership skills.
- Experience in Customer Operations, O2C, Finance & Accounting, Record Management, Shared Services, or similar operational domains preferred.