Sr Manager Operations

Job Title

Sr. Manager, Operations

Job Description

The Senior Manager will be responsible for leading large-scale Banking & Finance BPO operations, ensuring seamless delivery of services, client satisfaction, and operational excellence. This role requires strong domain expertise in banking and financial services, proven leadership in managing high-performing teams, and the ability to drive transformation initiatives in a dynamic outsourcing environment.

Client Delivery & Relationship Management

• Act as the primary point of contact for client stakeholders.
• Ensure contractual commitments, SLAs, and KPIs are consistently met or exceeded.
• Build and maintain strong client relationships, fostering trust and long-term partnerships.
  
  

• Lead day-to-day delivery operations across multiple banking and finance processes (e.g., retail banking, credit cards, loans, compliance, risk management).
• Drive continuous improvement initiatives to enhance efficiency, accuracy, and customer experience.
• Implement best practices in risk management, compliance, and regulatory requirements.
  
  

• Manage large teams of operations managers, team leaders, and associates.
• Mentor and develop future leaders within the organization.
• Foster a culture of accountability, innovation, and collaboration.
  
  

• Partner with senior leadership to define and execute growth strategies.
• Lead transformation projects including automation, digital adoption, and process re-engineering.
• Support new client transitions, migrations, and expansions.
  
  

• Own P&L responsibility for assigned accounts/projects.
• Monitor budgets, optimize costs, and ensure profitability.
• Provide accurate forecasting and reporting to leadership.