Senior Manager – Operations

About the role

The Senior Manager – Operations drives operational excellence, revenue growth, quality assurance and client satisfaction across assigned campaigns and business functions. The role leads high-performing teams, oversees resource allocation and capacity management, ensures compliance with client requirements and SLAs, and meets monthly and quarterly financial targets.

Key responsibilities

• Drive revenue growth by meeting monthly and quarterly financial targets, monitoring campaign revenue and supporting growth in client contract value.
• Enforce quality standards, ensure QA parameters are implemented and monitored, and embed a culture of quality.
• Build and sustain high-performing teams through workforce planning, training support and clear performance expectations.
• Act as the primary liaison for operational matters, retain and expand accounts and act on client feedback.
• Generate and analyse operational reports and KPIs, conduct operational audits and use data to drive continuous improvement.
• Stay current with industry trends and implement tools and technologies that improve efficiency.
• Ensure compliance with applicable regulations such as TCPA, RESPA and GDPR.

Required profile

• 8+ years of related experience in Business Development, Sales and Services.
• Preferred: postgraduate degree in Business Administration (e.g. Project Management) from an HEC-recognized or internationally recognized institution.
• Preferred: Project Management certification and membership in a recognized Project Management Institute.

Required skills

• Strategic thinking and leadership in managing and developing teams.
• Analytical skills and process optimization expertise.
• Client relationship management and excellent verbal and written communication.

What we offer

• Gym facility, medical insurance and paid leave.
• Provident Fund and EOBI.
• Training programs and career path.
• Competitive salary with bonus and transportation allowance.