BPS - Voice Assistant Manager-Operations

Operations & Service Delivery

• Ensure end-to-end delivery of assigned processes/services in line with contractual SLAs and KPIs (Productivity, Quality, TAT, Compliance).
• Monitor daily/weekly/monthly performance dashboards and take proactive corrective actions for any deviations.
• Manage volume fluctuations, staffing plans, and workload redistribution to meet delivery commitments.
• Own incident management, root cause analysis (RCA), and corrective/preventive action (CAPA) closure.

People & Team Management

• Manage and mentor Team Leaders / SMEs / Associates; conduct regular connect sessions and performance reviews.
• Drive capability building, cross-skilling, and succession planning within the team.
• Handle employee concerns, attrition risks, and engagement initiatives to maintain team morale.
• Support recruitment, onboarding, and transition of new resources.

Quality, Risk & Compliance

• Ensure 100% compliance with internal controls, client requirements, and audit standards.
• Own quality improvement plans, manage audits/reviews, and drive closure of observations.
• Identify operational risks and maintain/update risk and control logs.

Client & Stakeholder Management

• Act as a key point of contact for client operations stakeholders.
• Participate in governance calls, prepare performance packs, and present operational insights.
• Manage client escalations effectively and support continuous improvement conversations.

Continuous Improvement & Transformation

• Identify and implement process improvements, automation, or efficiency levers.
• Support RPA / digital initiatives, SOP updates, and service definition reviews.
• Track benefits from improvements (cost, FTE, quality, productivity).

Reporting & MIS

• Own operational MIS, dashboards, and management reports.
• Provide data-backed insights to senior leadership on trends, risks, and opportunities.

Total Experience Expected

05-08 years

Graduate and above

Preferably MBA

Should be comfortable with 24X7 Work Environment

Should not be Color Blind

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.