Senior Operations Manager

Job Purpose :

To lead and oversee the operational delivery of financial services campaigns within CALLLFORCE BPO. The Senior Operations Manager will be responsible for driving business performance, compliance, client satisfaction, and operational efficiency across multiple functions and teams handling regulated services.

Key Responsibilities :

• ? Strategic Leadership
• Own end-to-end delivery of BPO insurance service operations.
• Develop and execute operational strategies aligned to client objectives, regulatory standards, and company KPIs.
• Provide direction and leadership to Operations, Team Leaders, and support functions.
• ? Operational Performance
• Drive achievement of SLAs, including productivity, quality, sales, retention, and customer satisfaction.
• Conduct regular reviews of performance dashboards, trends, and root cause analysis.
• Implement continuous improvement programs and automation where applicable.
• ? Regulatory & Risk Compliance
• Ensure 100% adherence to compliance principles across all processes.
• Collaborate with Compliance, QA, and Risk departments to maintain audit readiness and policy adherence.
• ? Client & Stakeholder Management
• Serve as the primary point of contact for high-level client escalations and strategic reviews.
• Build and maintain strong relationships with key clients and internal stakeholders.
• Prepare and present performance reports, business reviews, and improvement plans.
• ? People Management & Leadership
• Lead, mentor, and develop, Team Leaders, and staff.
• Drive engagement, recognition, and talent development programs to build strong leadership pipelines.
• Champion a high-performance culture and ensure succession planning.

Minimum Requirements :

Education :

Experience :

Technical Skills :

Key Competencies :