Senior Operations Manager - Banking and Financial Services Vertical

We Need You!

• Proven Leadership: Minimum of 3 to 5+ years of progressive leadership experience in BPO operations, with at least 2+ years in a dedicated Operations Manager or Center/Site Manager capacity.
• Scale of Command: Proven track record of managing large-scale operations (minimum of 250+ FTEs), ideally supporting complex, multi-campaign, or multi-site setups.
• P&L & Commercial Ownership (preferred): Direct experience managing or heavily contributing to campaign/site profitability, including budget forecasting, cost control, resource optimization, and Gross Margin (GM) management.

• Framework Mastery: Deep understanding of structured operational methodologies (e.g., COPC, Six Sigma, or Teleperformance-specific frameworks like TOPS/COPS) with a track record of applying them to drive performance.
• Analytical Problem Solving: Strong proficiency in interpreting complex data, managing intraday metrics, and leveraging Workforce Management (WFM) principles to optimize scheduling, shrinkage, and occupancy.
• Process Improvement: Certified Lean Six Sigma (Green/Black Belt) or COPC Practitioner is highly preferred.

• Executive Presence: Outstanding communication and presentation skills, with extensive experience leading Quarterly Business Reviews (QBRs) and high-stakes negotiations with global clients.
• Partnership Mindset: Ability to act as a strategic consultant to clients, translating SLA/KPI performance into actionable business intelligence.

• Talent Development: A proven history of building strong succession pipelines—specifically coaching, mentoring, and scaling Team Leaders and Operations Managers.
• Retention Champion: Demonstrated success in designing and executing engagement strategies that actively reduce frontline and support staff attrition in a highly competitive market.

• Education: at least some college or equivalent work experience
• Shift Flexibility: Must be highly flexible to work graveyard/night shifts and rotating schedules to align with global client hours.
• Tech-Savvy: High digital literacy, with experience leveraging automation, AI, or CRM tools to optimize operational workflows.