Job Description

Gsource Technologies LLC is seeking a highly motivated and experienced Operations Manager to oversee and manage the daily operations of our Engineering and Architectural CAD and BIM services for clients in the US, Canada, and the Middle East markets. Reporting to the head of Strategic Business & Engineering Operations, the Operations Manager will play a pivotal role in ensuring operational excellence, revenue growth, customer satisfaction, and strategic alignment with organizational goals.
The role involves leading a team of account managers, driving operational efficiencies, fostering client relationships, exploring upselling opportunities, and ensuring effective revenue and sales monitoring to support long-term client retention and success.
Roles & Responsibilities:
Operational Management:

• Oversee the day-to-day operations of engineering and architectural CAD and BIM services to meet client expectations in terms of quality, timelines, and deliverables.

• Develop and implement operational strategies to optimize workflow and ensure efficient resource allocation.

• Monitor and maintain high service delivery standards for clients in the US, Canada, and Middle East markets.

Revenue and Sales Monitoring:

• Collaborate with the sales team to develop and implement revenue growth strategies.

• Monitor sales pipelines, revenue streams, and sales performance metrics.

• Identify potential areas for business growth and work with account managers to target upselling and cross-selling opportunities.

• Prepare revenue forecasts and provide actionable insights to the leadership team.

• Ensure alignment between operational processes and revenue objectives, including timely invoicing and financial tracking.

Team Leadership:

• Lead and mentor a team of account managers responsible for client management, operational calls, and relationship building.

• Provide training, support, and guidance to the team to drive performance excellence.

• Set performance metrics and evaluate the team's effectiveness in achieving operational and revenue goals.

Client Relationship Management:

• Foster strong client relationships by understanding their business needs and ensuring timely, high-quality service delivery.

• Act as a senior point of contact for escalations, ensuring prompt resolution of client concerns.

• Collaborate with account managers to identify opportunities for upselling and cross-selling additional services.

Strategic Planning & Execution:

• Align operational goals with the overall strategic vision of the company.

• Work closely with leadership to identify growth opportunities in target markets.

• Drive initiatives to streamline processes, improve client satisfaction, and support revenue targets.

Reporting & Analytics:

• Monitor operational KPIs, sales metrics, and prepare regular reports for senior management.

• Analyse market trends and client feedback to identify service improvement areas.

• Develop and present performance updates, forecasts, and operational plans to stakeholders.

Market-Specific Focus:

• Ensure operations align with the unique demands and compliance requirements of the US, Canada, and Middle East markets.

• Maintain awareness of market trends and industry developments to keep services competitive.

Requirements
Preferred Skills
Advanced Excel skills (VLOOKUP, Pivot Tables, Macros, Formulas, Dashboards).
Strong data analysis capabilities.
Hands-on experience with Tableau Server, Tableau Online, and Tableau Desktop.
Strong understanding of BPO/Call Centre operations, especially US B2B processes.
Excellent organizational and multitasking abilities.
Qualifications:
Bachelor's degree in a relevant field.
15+ years of experience in Operations Management, preferably in US B2B, BPO, or Call Centre operations.
Proven experience in managing teams and clients in a fast-paced environment.
Benefits

• Salary will be at par with industry standards.

• Sodexo meal passes to cater to your daily nutritional needs.

• Comprehensive medical insurance coverage.

• Variable pay based on performance.

Skills Required