The Role:
The Senior Manager of Business Operations plays a pivotal leadership role in driving operational excellence and ensuring that business processes are streamlined, efficient, and aligned with strategic objectives. This role involves overseeing multiple teams (internal and outsourced), enhancing operational workflows, implementing policies, and collaborating with cross-functional stakeholders. The Senior Manager will act as a bridge between strategy and execution, ensuring that teams are high-performing, customer-centric, and consistently delivering results.

Key Roles & Responsibilities:

• Lead, mentor, and develop a high-performing team (including internal staff and outsourced resources), ensuring alignment with organizational objectives.
  
  
• Oversee the end-to-end performance of business operations, providing strategic direction while ensuring operational efficiency.
  
  
• Establish, track, and analyze Key Performance Indicators (KPIs) to measure team and individual performance.
  
  
• Provide strategic guidance to the Account Management team, ensuring seamless management of key accounts and delivery of world-class customer service.
  
  
• Drive customer satisfaction initiatives through regular engagement, review meetings, and face-to-face interactions where necessary.
  
  
• Conduct performance evaluations, feedback sessions, and career development planning to foster employee growth and retention.
  
  
• Collaborate with team members to set ambitious yet achievable performance targets aligned with business strategy.
  
  
• Optimize resource allocation across functions to maximize productivity and achieve business goals.
  
  
• Partner with leadership and cross-functional stakeholders to resolve operational challenges and implement sustainable process improvements.
  
  
• Generate comprehensive reports and insights on team performance and operational metrics for senior leadership review.
  
  
• Lead in-depth analysis of operational data to identify trends, inform decision-making, and drive continuous improvement initiatives.
  
  
• Foster collaboration across departments to ensure business goals are aligned and executed efficiently.
  
  

Mandatory Qualifications:

• 10+ years of experience in business operations, project management, or process improvement, with at least 4–5 years in a senior leadership role.
  
  
• Proven track record of successfully leading and managing large teams (including internal and outsourced teams).
  
  
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
  
  
• Proficiency in project management tools, reporting platforms, and other relevant technologies.
  
  
• Excellent communication, negotiation, and stakeholder management skills.
  
  
• Demonstrated ability to drive operational excellence in a fast-paced, dynamic environment.
  
  
• Experience in managing multiple priorities and delivering results under tight deadlines.