Senior Operations Manager

Job Purpose:

To lead and oversee the operational delivery of financial services campaigns within CALLLFORCE BPO. The Senior Operations Manager will be responsible for driving business performance, compliance, client satisfaction, and operational efficiency across multiple functions and teams handling regulated services.

Key Responsibilities:

? Strategic Leadership

• Own end-to-end delivery of BPO insurance service operations.
• Develop and execute operational strategies aligned to client objectives, regulatory standards, and company KPIs.
• Provide direction and leadership to Operations, Team Leaders, and support functions.

? Operational Performance

• Drive achievement of SLAs, including productivity, quality, sales, retention, and customer satisfaction.
• Conduct regular reviews of performance dashboards, trends, and root cause analysis.
• Implement continuous improvement prog...