Senior Manager – Operations Featured

Job Summary:

The Senior Manager – Operations plays a critical role in driving operational excellence, revenue growth, quality assurance, and client satisfaction across assigned campaigns and business functions. The role is responsible for achieving monthly and quarterly financial targets, optimizing operational performance, ensuring compliance with client requirements and service-level agreements (SLAs), and implementing strategies that enhance productivity, efficiency, and service delivery.

The Senior Manager will lead and develop high-performing teams, oversee resource allocation and capacity management, strengthen client relationships, and identify opportunities to retain and expand existing accounts. The role will also involve monitoring operational KPIs, analyzing performance data, implementing process improvements, and leveraging technology and industry best practices to achieve sustainable business growth.

The role further requires ensuring compliance with applicable regulatory requirements, including TCPA, RESPA, and GDPR, where applicable, while maintaining high-quality standards, fostering continuous improvement, and aligning operational activities with organizational objectives and client expectations.

Key Responsibilities:

1. Revenue Achievement

• Drive revenue growth by ensuring monthly and quarterly financial targets are met or exceeded.
• Monitor campaign revenue, optimize resource allocation, and implement strategies to maximize performance.
• Support growth in client contract value through effective operational execution.

2. Quality Assurance

• Enforce high-quality standards across all operational processes to meet client expectations.
• Ensure QA parameters are consistently implemented and monitored to minimize errors and reduce returns.
• Embed a culture of quality within teams and ensure compliance with internal and external benchmarks.

3. Team Performance and Development

• Build and sustain high-performing teams through workforce planning and capacity management.
• Foster engagement, promote continuous improvement, and ensure team alignment with organizational goals.
• Support training initiatives, encourage collaboration, and set clear performance expectations.

4. Client Relationship Management

• Serve as the primary liaison for operational matters, ensuring client satisfaction and timely issue resolution.
• Develop strategies to retain, expand, and grow accounts while strengthening trust and relationships.
• Act on client feedback to improve service delivery and satisfaction.

5. Reporting and Analysis

• Generate and analyze operational reports and KPIs to inform decision-making.
• Conduct operational audits to ensure client satisfaction parameters are met.
• Use data-driven insights to drive continuous improvement.

6. Technology and Innovation

• Stay current with industry trends and emerging technologies to enhance operational efficiency.
• Evaluate and implement tools and technologies that improve competitiveness and productivity.

Requirements & Qualifications:

Education

• Postgraduate degree in Business Administration, with a specialization in Project Management, or a related discipline from an HEC-recognized or internationally recognized institution. (Preferred)
• A Project Management certification and membership in a recognized Project Management Institute will be an added advantage.

Experience

• 8+ years of related experience in Business Development, Sales, and Services.

Skills & Competencies:

• Strategic Thinking: Ability to align operational goals with organizational objectives.
• Leadership: Proven experience in managing and developing high-performing teams.
• Analytical Skills: Strong ability to interpret data and drive decisions based on insights.
• Client-Centric Approach: Skilled in building and maintaining strong client relationships.
• Process Optimization: Expertise in streamlining operations for efficiency and cost-effectiveness.
• Technology Savvy: Knowledge of operational tools and emerging technologies.
• Communication: Excellent verbal and written communication skills.

Key Performance Indicators (KPIs):

• Achievement of monthly and quarterly revenue targets.
• Client satisfaction scores and client retention rates.
• Operational efficiency and lead conversion rates.
• Quality assurance compliance rate.
• Team engagement, productivity, and performance metrics.
• Successful implementation of technology initiatives.

Benefits:

• Gym Facility
• Medical Insurance
• Paid Leave
• Provident Fund + EOBI
• Training Programs
• Market Competitive Salary + Lucrative Bonus
• Transportation Allowance
• Career Path