Operations Manager

• Drive fiscal responsibility across a 160–180 headcount floor by managing productive hours, minimizing unnecessary overtime, and optimizing non-billable support structures.
• Maximize seat utilization and control real‑time shrinkage (absenteeism, attrition) to ensure lean, efficient, and cost‑effective delivery.
• Align frontline performance with account health metrics to sustain program success.

Operational Execution & Process Governance

• Map workflows, identify bottlenecks, and execute corrective actions to optimize transaction pipelines.
• Author, implement, and enforce SOPs for consistent quality and accuracy.
• Establish robust reporting frameworks to track KPIs, throughput, and capacity utilization.

Client Communication & Stakeholder Governance

• Act as the primary operational point of contact for clients, ensuring clear and professional communication.
• Proactively flag ri...