Business Operations Manager

Responsibilities:

•   Partners with Delivery leaders to provide expertise in operations for the CX Global Center Delivery organization across technologies, including:

• Budget and HC management
• Operational governance and cadence (e.g., Methods and Ops review)
• KPI deep dives and analysis
• Ad-hoc reporting and action follow-ups
• Coordination of operations-related activities with Delivery managers

•   Manages, leads, and monitors business analytics to achieve overall delivery, business, and company objectives.

•   Delivers business insights and recommendations, leveraging analytics, predictive modeling, observations, and business knowledge.

•   Enables operational improvement through the strategic management and analysis of business drivers and practices.

•   Leads and drives change, collaborating on strategic development and management of performance measurements while supporting leadership with operations coordination.

•   Works with regional and global peers to ensure best practices and operational improvement opportunities are applied across different Delivery groups.

•   Helps the team grow by sharing expertise, providing mentorship, and leading by example.

•   Represents the team and APJC Centers Delivery in broader contexts, including Global Operations meetings, CX Region forums, and Center Global forums.

Minimum Requirements:

•   10+ years of experience in a large multinational company, with exposure to various aspects of delivery, business, and/or operations. 

•   Ability to work in matrix organizations, prioritize business needs, and influence decision-makers.

•   Excellent written/verbal communication – proficient in English (other languages are a plus).

•   Strong analytical skills to identify trends, interpret data, and communicate insights and recommendations.

•   Experience as a key member in cross-functional teams/projects of high complexity.

•   Understanding of CX/Services organizations, processes, and policies is a strong plus.

•   Knowledge of back-office systems supporting business operations.

•   Proficiency in Excel, PowerPoint, Tableau, Power Apps, Power BI, and other operational tools is a plus. 

Our offer:

•   MultiSport Plus

•   Group insurance

•   Medicover Premium

•   e-learning platform