Senior Operations Manager

Must Have

• Job Summary The Engagement Lead will serve as the onshore strategic partner and primary point of contact for the client, responsible for end-to-end engagement governance, service delivery excellence, and operational transformation. This role combines strong client management, strategic thinking, and operational leadership to drive high-quality delivery, foster collaborative team culture, and ensure the engagement meets and exceeds business expectations. Key Responsibilities Client & Stakeholder Management • Serve as the onshore single point of contact for client, overseeing account management and engagement governance. • Act as a strategic thought partner to the client, leveraging deep industry knowledge, insights, and an entrepreneurial mindset. • Define service delivery strategy and transformation roadmaps aligned with client needs, industry best practices, and emerging technologies. • Manage and mitigate engagement-level issues and risks; act as the escalation point for resolving moderate to high-complexity challenges. Engagement & Delivery Leadership • Provide oversight and direction to onsite and offshore teams to align project execution with business requirements. • Drive project delivery with high quality, ensuring timelines, budgets, and client satisfaction targets are consistently met. • Lead operational readiness planning, evaluating short- and long-term delivery needs and implementing required service changes. Operational Excellence & Governance • Oversee process, and resource management for the engagement, ensuring robust operational structures and future-capacity planning. • Ensure compliance with quality processes, contractual obligations, data security, legal requirements, and organizational policies. • Implement mechanisms to improve operational performance and ensure consistent adherence to quality standards. Team Leadership & Talent Management • Build, develop, and manage a high-performing team across onshore and offshore locations. • Oversee resource planning, hiring, talent development, succession, and retention strategies. • Foster a strong culture of accountability, collaboration, and continuous improvement across the engagement. • Identify training and upskilling needs; ensure all team members complete required trainings and follow internal systems and processes. Performance Management & Continuous Improvement • Review delivery performance data, identify improvement opportunities, and implement best practices across the engagement. • Guide the team through root cause analysis (RCA), ensuring issues are addressed with actionable and sustainable solutions. • Set up and monitor key performance indicators (KPIs), supporting the team in achieving defined client and business outcomes. • Ensure proper documentation and knowledge management across all project stages and stakeholder groups

Good to have

EQUAL OPPORTUNITY