About the Role
The **Operations Lead** plays a pivotal role in ensuring seamless service delivery, driving team performance, and managing client expectations. This position requires strong leadership, operational excellence, and the ability to foster collaboration across teams while maintaining high standards of customer satisfaction.
**Operational Management**
+ Oversee end-to-end operations and ensure timely, high-quality service delivery.
+ Own process KPIs and customer management, including handling inquiries and resolving escalations.
+ Manage Statements of Work (SOW) and Business Continuity Plans (BCP).
**Performance & Metrics**
+ Drive achievement of people management metrics, including attrition control.
+ Lead capacity planning, utilization, scheduling, and efficiency monitoring.
+ Track and optimize time management and productivity across the team.
**Client Co...
**Operational Management**
+ Oversee end-to-end operations and ensure timely, high-quality service delivery.
+ Own process KPIs and customer management, including handling inquiries and resolving escalations.
+ Manage Statements of Work (SOW) and Business Continuity Plans (BCP).
**Performance & Metrics**
+ Drive achievement of people management metrics, including attrition control.
+ Lead capacity planning, utilization, scheduling, and efficiency monitoring.
+ Track and optimize time management and productivity across the team.
**Client Co...
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