• Opportunities for career growth and development.
• A collaborative and supportive work environment.
• Work with a team of dedicated professionals in a fast-paced industry.
• Based in Melbourne with opportunities to work on global projects.

Be quick to register your interest with this leading Business Process Services (BPS) partner working with highly focused, domain-centered teams and cutting-edge tech, data, and analytics.

We are seeking an experienced and dynamic Senior Manager - Operations to join their growing team in the BPO industry.

As a Senior Manager in Operations, you will be responsible for overseeing daily operations, ensuring service excellence, driving process improvements, managing client relationships, and leading a high-performance team.

This is a strategic leadership role requiring a proven track record in the BPO sector, with a focus on optimizing operational efficiency and customer satisfaction.

Key Responsibilities:

• Lead and manage the day-to-day operations of the BPO division, ensuring efficient service delivery.
• Drive operational excellence by identifying process improvements, optimizing workflows, and ensuring cost-effective solutions.
• Manage client relationships, ensuring the delivery of high-quality service while addressing any issues or concerns promptly.
• Oversee the performance of a team of managers, supervisors, and agents, fostering a culture of collaboration, accountability, and continuous improvement.

Requirements:

• Bachelor's degree in any discipline.
• Minimum 7-10 years of experience in the BPO industry, with at least 3-5 years in an operations management role.
• Strong leadership and people management skills with the ability to motivate, coach, and develop a high-performing team.
• In-depth knowledge of BPO operations, including understanding of service-level agreements (SLAs), key performance indicators (KPIs), and process improvement methodologies.

Preferred Skills:

• Experience in managing multi-site operations or large-scale teams.
• Knowledge of Lean Six Sigma or similar process improvement methodologies.
• Exposure to working in a multicultural, global environment.

To apply, send your resume and cover letter to Ian Chesser at Symmetry HR via the Apply Now link or for a confi