Operations Manager (Pioneer Account)

Qualifications:

• Bachelor's Degree in any field
• 7–8 years of related experience in operations management.
• At least 2-3 years of experience in managing Supervisors, Team Leads, or Associate Managers.
• Experience in HCM Platforms (Workday, ADP, SAP) is required.
• Experience in Customer Service or similar functions.
• Proven leadership in launching new BPO accounts, transitions, or pilot programs.
• Deep competency in capacity planning, WFM forecasting, and cost modeling needed for a new account.
• Experience in continuous improvement frameworks (Lean Six Sigma preferred).
• Familiarity with HRIS/HCM, payroll, or SaaS support environments (UKG, ADP, Workday, etc.) highly preferred.
• Ability to work with cross-functional teams (Recruitment, Training, Quality, WFM, HR, IT, Facilities) to execute launch objectives.
• Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics.

Key Responsibilities:

• Manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs.
• Lead multiple programs or LOBs, including Profit & Loss accountability.
• Act as site POC and oversee business continuity requirements.
• Lead the creation of SOPs, governance structures, reporting models, escalation matrices, and standard workflows.
• Drive client calibration rituals, success metrics definition, and performance governance (daily/weekly/monthly cycles).
• Oversee all pilot readiness components: hiring waves, WFM staffing plans, nesting strategy, TTT, and IT readiness.