Location: Hyderabad

Experience: 10 to 15 years

Band: BPO 5

Job Description

The Level 2 Manager / Level 3 Manager is
responsible for managing end-to-end business operations, ensuring
seamless delivery against client expectations, service level agreements
(SLAs), key performance indicators (KPIs), and revenue or sales targets.
The role involves leading large operational teams, driving business
performance, ensuring governance compliance, and maintaining strong
client relationships while supporting strategic growth initiatives.

Key Responsibilities

Manage overall process operations to ensure delivery excellence and achievement of operational goals.

Monitor and drive adherence to SLAs, KPIs, productivity, quality metrics, customer satisfaction, and sales performance targets.

Lead workforce planning, resource allocation, utilization management, and operational forecasting to ensure optimum efficiency.

Conduct regular business reviews with internal leadership and external
clients to discuss performance, risks, opportunities, and improvement
plans.

Drive continuous improvement initiatives through process optimization,
automation opportunities, and operational excellence practices.

Identify operational risks, compliance gaps, and escalation trends, while implementing effective mitigation strategies.

Ensure governance adherence, audit readiness, policy compliance, and alignment with organizational standards.

Manage stakeholder communication across cross-functional teams including
operations, quality, training, workforce management, HR, and client
leadership.

Lead performance management initiatives including team mentoring, coaching, succession planning, and leadership development.

Analyze operational reports, dashboards, and MIS data to identify trends and drive informed business decisions.

Handle client escalations effectively and ensure timely resolution with a strong focus on customer satisfaction.

Support transition, transformation, and change management initiatives for new processes or business expansions.

Drive employee engagement, retention initiatives, and a high-performance work culture within the team.

Ensure financial accountability including cost optimization, budget adherence, and operational profitability where applicable.

Required Skills

Strong people management and leadership capabilities with experience handling large operational teams.

Excellent stakeholder and client management skills.

Strong analytical, problem-solving, and decision-making abilities.

Experience in SLA/KPI management, governance, and operational reporting.

Knowledge of process improvement methodologies such as Lean, Six Sigma, or Continuous Improvement frameworks is preferred.

Excellent communication and presentation skills.

Strong understanding of operational risk management and compliance processes.

Proficiency in MS Office tools, especially Excel and PowerPoint

PAN and DOB are required for profile creation