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We’re Concentrix, a global leader in technology and services that empowers the world’s top brands today and into the future. Focused on solutions and driven by technology and intelligence, we design, build, and operate fully integrated, end-to-end solutions at speed and scale for over 2,000 clients, addressing their toughest business challenges. With unique data insights, deep industry expertise, and advanced technology, we are the intelligent transformation partner that simplifies how companies work, interact, and transact.... |
Operations Manager II
The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and Team Leaders. This role focuses on building and maintaining client relationships, meeting service level agreements, and achieving financial expectations. The Operations Manager II will also be responsible for driving continuous improvements, ensuring high employee and customer satisfaction, and maintaining operational efficiency.
Job Location: Pune, Maharashtra, India
Job Industry: Business Services and Customer Engagement
Job Function: Operations Management
Salary: Negotiable
Gender: Any
Job Overview
The Operations Manager II will manage operations seamlessly, ensuring timely SLA delivery and maintaining high levels of employee and customer satisfaction. This role involves building strong client relationships, managing resources, and executing strategic initiatives to achieve business goals. The Operations Manager II will also be responsible for driving continuous improvements, coaching team leads, and ensuring operational cohesion.
Key Responsibilities
- Manage day-to-day operations to ensure high-quality service delivery and SLA adherence
- Establish and manage relationships with clients, fostering strong partnerships and ensuring operational cohesion
- Organize resources, set goals, and execute strategic initiatives to meet client and company objectives
- Ensure training and consistent performance delivery through the buddy system and effective coaching
- Monitor and document staff work schedules and absences to maintain operational efficiency
- Conduct weekly and monthly client meetings to align on expectations and provide updates
- Identify and drive continuous improvements and initiatives to enhance operational efficiency
- Lead the hiring, training, and development of team leads and managers, ensuring high employee satisfaction
- Collaborate with internal teams to resolve customer queries and enhance service delivery
- Maintain and grow program revenue, profitability, and seat utilization while ensuring client satisfaction
- Conduct regular one-on-one meetings with direct reports to review individual and team performance
- Create a positive work environment through employee engagement and effective conflict resolution
- Participate in cross-functional meetings to drive continuous improvement initiatives
Required Skills and Experience
- 4+ years of experience in the Travel/Aviation field (preferred)
- Ability to handle ad-hoc client requests and present reviews effectively
- Strong leadership, problem-solving, and analytical skills
- Excellent verbal and written communication skills
- Ability to work under pressure and handle complex client requirements
- Experience in finance and accounting, with strong reporting and data entry skills
- Green Belt certification is highly desirable
- Ability to lead incubation projects and drive innovation opportunities
- Proficiency in managing and measuring work performance and team engagement
- Bachelor\'s degree in Business Administration, Management, or related field
What We Offer
- Competitive salary and comprehensive benefits package
- Career growth and development opportunities within a global organization
- Collaborative work environment with opportunities for cross-functional engagement
- Access to advanced technologies and resources for operational excellence
- Opportunity to work with renowned clients and industry leaders in business services and customer engagement
About the Company
Concentrix is a technology-enabled global business services company specializing in customer engagement and business performance improvement. We partner with ambitious and progressive executives worldwide to future-proof their business and stay ahead of competition and customer expectations. At Concentrix, we nurture a people-first, inclusive culture with a strong focus on innovation, collaboration, and customer satisfaction.
Join Concentrix and be part of a dynamic team dedicated to delivering exceptional customer experiences and driving business success on a global scale.
The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and Team Leaders. This role focuses on building and maintaining client relationships, meeting service level agreements, and achieving financial expectations. The Operations Manager II will also be responsible for driving continuous improvements, ensuring high employee and customer satisfaction, and maintaining operational efficiency.
Job Location: Pune, Maharashtra, India
Job Industry: Business Services and Customer Engagement
Job Function: Operations Management
Salary: Negotiable
Gender: Any
Job Overview
The Operations Manager II will manage operations seamlessly, ensuring timely SLA delivery and maintaining high levels of employee and customer satisfaction. This role involves building strong client relationships, managing resources, and executing strategic initiatives to achieve business goals. The Operations Manager II will also be responsible for driving continuous improvements, coaching team leads, and ensuring operational cohesion.
Key Responsibilities
- Manage day-to-day operations to ensure high-quality service delivery and SLA adherence
- Establish and manage relationships with clients, fostering strong partnerships and ensuring operational cohesion
- Organize resources, set goals, and execute strategic initiatives to meet client and company objectives
- Ensure training and consistent performance delivery through the buddy system and effective coaching
- Monitor and document staff work schedules and absences to maintain operational efficiency
- Conduct weekly and monthly client meetings to align on expectations and provide updates
- Identify and drive continuous improvements and initiatives to enhance operational efficiency
- Lead the hiring, training, and development of team leads and managers, ensuring high employee satisfaction
- Collaborate with internal teams to resolve customer queries and enhance service delivery
- Maintain and grow program revenue, profitability, and seat utilization while ensuring client satisfaction
- Conduct regular one-on-one meetings with direct reports to review individual and team performance
- Create a positive work environment through employee engagement and effective conflict resolution
- Participate in cross-functional meetings to drive continuous improvement initiatives
Required Skills and Experience
- 4+ years of experience in the Travel/Aviation field (preferred)
- Ability to handle ad-hoc client requests and present reviews effectively
- Strong leadership, problem-solving, and analytical skills
- Excellent verbal and written communication skills
- Ability to work under pressure and handle complex client requirements
- Experience in finance and accounting, with strong reporting and data entry skills
- Green Belt certification is highly desirable
- Ability to lead incubation projects and drive innovation opportunities
- Proficiency in managing and measuring work performance and team engagement
- Bachelor\'s degree in Business Administration, Management, or related field
What We Offer
- Competitive salary and comprehensive benefits package
- Career growth and development opportunities within a global organization
- Collaborative work environment with opportunities for cross-functional engagement
- Access to advanced technologies and resources for operational excellence
- Opportunity to work with renowned clients and industry leaders in business services and customer engagement
About the Company
Concentrix is a technology-enabled global business services company specializing in customer engagement and business performance improvement. We partner with ambitious and progressive executives worldwide to future-proof their business and stay ahead of competition and customer expectations. At Concentrix, we nurture a people-first, inclusive culture with a strong focus on innovation, collaboration, and customer satisfaction.
Join Concentrix and be part of a dynamic team dedicated to delivering exceptional customer experiences and driving business success on a global scale.
