Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our 'rightshore' delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Role Description:

The Manager of Operations is responsible for ensuring operational efficiency and effectiveness, leading a team dedicated to delivering exceptional service to our clients.

Roles & Responsibilities

* Lead and manage a team of operations professionals, providing guidance, support, and direction to achieve performance targets and objectives.

* Continuously assess and improve operational processes to enhance efficiency, quality, and cost-effectiveness, ensuring compliance with industry standards.

* Implement and maintain rigorous quality control measures to ensure our products and services consistently meet or exceed client expectations.

* Develop and maintain key performance indicators (KPIs) to measure and report on the efficiency and effectiveness of operations to the senior management team.

* Efficiently allocate and manage resources, including staffing, equipment, and materials, to meet operational needs within budget constraints.

* Ensure all operations adhere to industry regulations, safety standards, and legal requirements.

* Identify training needs and support the professional growth of team members to enhance their skills and capabilities.

* Foster strong client relationships, addressing client needs and concerns promptly and effectively.

* Perform other duties as assigned.

Expected/Key Results

* Meet client contractual obligations, including Service Level Agreements (SLAs).

* Achieve revenue targets by optimizing Full-Time Equivalent (FTE) delivery, staffing levels, and other strategies.

* Achieve team retention targets to enhance employee satisfaction and continuity.

* Identify and implement process improvements to enhance operational efficiency.

* Minimize critical operational process escalations to improve service quality.

* Establish new client relationships and nurture existing client connections.

* Foster robust internal stakeholder relationships, as reflected in IVOC (Internal Voice of the Customer) and positive stakeholder feedback.

* Prioritize people engagement and development, focusing on employee retention, professional growth, and succession planning within the Line of Business (LOB) or team.

* Collaborate with employees to create and execute individual development plans, aligning with their career aspirations and company objectives.

Qualifications

The qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education

* High school diploma or equivalent required

* Bachelor's Degree preferred, or equivalent combination of education and experience

Work Experience

* At least 3 years of experience in operations leadership or a related role

* Proven record of process optimization

Competencies & Skills

* Strong analytical, problem-solving, and decision-making skills

* Excellent verbal and written communication skills

* Strong interpersonal and leadership abilities

* Familiarity with industry-specific technologies and tools

* Knowledge of relevant industry regulations and compliance

Additional Qualifications

* Ability to work flexible schedule based on client demands

* May be required to travel

* Possession of a valid driver's license and ability to meet the insurability standards of the company's motor vehicle insurance carrier for any work-related driving

* Ability to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirements

* Ability to pass the required pre-employment background investigation, including but not limited to, credit check, criminal history, work authorization verification and drug test

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position may work onsite or remotely from home, exposed to outdoor weather conditions during travel.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to regularly or frequently talk and hear, stand and walk, sit for prolonged periods, use hands and fingers to type, and use close vision to view and read from a computer screen and/or electronic device. Must be able to occasionally climb stairs and lift equipment up to 25 pounds.

Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law.

Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.