Senior Operations Manager - Customer Care

Responsibilities

• Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
• Anticipates and tracks operational and tactical risks and providing strategic
• Manages day to day business of the operations department while balancing the responsibilities of various business lines such as business analysis, vendor, and risk management.
• Plays a significant role in long-term planning, project status reporting, and implementing change control
• Ensure delivery of KPls, targets including day to day service levels, customer experience, quality measures and compliance measures.
• Responsible for the development of the operational talent by optimizing the skills of the internal team, partner with HR and Talent Acquisition team to attract external talent, motivate, coach and identify succession planning, and ensuring key roles are filled and individual talent is recognized.
• Identify opportunities to grow the business and build new capabilities.
  
  

Qualifications

• Preferred educational background: Bachelors or masters degree and relevant industry experience.
• Total years of industry experience: Minimum of 15 years professional experience preferably with international organizations having global in-house delivery.
• Should have Proven experience in Operations Management.
• Exceptional communication and interpersonal skills.
• Ability to think strategically and execute operationally.
• Excellent analytical and problem-solving abilities.
• High level of discretion, professionalism, and integrity.
  
  

Additional Information

Experience Principal

At Principal, we value connecting on both a personal and professional level. Together, we’re imagining a more purpose-led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site to learn more about our purpose, values and benefits.

Principal is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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