Job Description

Location:

Work From Office

Shift Timing:

6:00 PM - 3:00 AM (Night Shift)

Experience:

5-12 years (International Operations), Good Comms Required

Role Overview

We are seeking a

Senior Manager - Operations

with proven experience in

international processes

, strong

people management ownership

, and deep expertise in managing operations metrics. This role demands hands-on leadership with a sharp focus on

attrition control, shrinkage management, team productivity, and client satisfaction

. This is a Non Voice Process.

Key Responsibilities

Lead and manage

end-to-end operations

for international clients during night shifts Handle

client communication, expectations, reviews, and escalations

effectively Drive

KRA & KPI definition, tracking, reporting, and performance improvement

Manage

people operations

including team productivity, capacity planning, performance reviews, and mentoring Prepare and present

MIS reports, dashboards, and reviews

using advanced Excel & PPT Ensure adherence to SLAs, quality benchmarks, and operational processes Act as a key point of contact for

critical escalations and issue resolution

Collaborate with cross-functional teams to improve efficiency and delivery Continuously identify process gaps and implement operational improvements.
Required Skills & Experience

Strong

operations management experience

(mandatory) Proven exposure to

international client handling

(US/UK/Australia preferred) Hands-on experience in

escalation management and stakeholder communication

Excellent

people management and team leadership

skills Advanced working knowledge of

MS Excel (reports, dashboards, analysis)

Strong

PowerPoint skills

for client and management presentations Experience in

KRA, KPI, SLA, and performance metrics management

Ability to work

6 PM - 3 AM (night shift)

from office without exceptions
Job Types: Full-time, Permanent

Pay: ?400,000.00 - ?900,000.00 per year

Benefits:

Health insurance Provident Fund
Work Location: In person