Job Summary
We are looking for an experienced and results-driven Senior Operations Manager – B2B to lead large-scale B2B operations and oversee high-volume teams. The successful candidate will be responsible for driving operational performance, managing multiple layers of leadership, ensuring client satisfaction, and delivering business results across large and complex operations.
Key Responsibilities
- Lead and manage large-scale B2B operations with a significant headcount, ensuring smooth and efficient day-to-day service delivery.
- Oversee multiple Operations Managers, Team Leaders, and frontline teams, providing strategic direction and ensuring strong leadership accountability.
- Manage large-scale teams across multiple functions, shifts, or business units, ensuring appropriate workforce deployment and operational coverage.
- Own key operational metrics including SLA, AHT, CSAT, NPS, productivity, quality, adherence, and service level.
- Develop and implement operational strategies to improve performance, productivity, efficiency, and customer satisfaction.
- Monitor business performance through operational dashboards, data analysis, and regular performance reviews.
- Act as a senior point of contact for B2B clients and stakeholders, managing escalations and maintaining strong business relationships.
- Lead regular business reviews and present operational performance, challenges, action plans, and improvement initiatives to senior management and clients.
- Drive continuous improvement, process optimization, automation, and cost-efficiency initiatives across the operation.
- Work closely with WFM, Quality, Training, HR, Finance, IT, and other support functions to ensure operational excellence.
- Ensure workforce planning and resource allocation are aligned with business volumes, forecasts, and client requirements.
- Lead performance management, succession planning, and leadership development for a large operational workforce.
- Coach and mentor Operations Managers and Team Leaders to build a strong leadership pipeline and high-performing teams.
- Manage operational risks, critical escalations, business continuity, and client-impacting issues effectively.
- Support new business launches, transitions, migrations, ramp-ups, and expansion of large-scale B2B programs.
- Ensure compliance with company policies, client requirements, regulatory standards, and data protection requirements.
Requirements
- Bachelor's degree in Business Administration, Management, Operations, or a related discipline.
- 5+ years of experience in operations, preferably within BPO.
- Minimum 3–5 years of experience in a senior operations leadership position managing large-scale teams.
- Proven experience managing large headcount operations, preferably 500+ employees, with experience managing multiple layers of leadership.
- Strong experience in B2B customer service, sales, technical support, or enterprise account management.
- Demonstrated ability to manage complex operations involving multiple teams, functions, shifts, or locations.
- Proven track record of achieving operational KPIs, service levels, customer satisfaction, and financial targets.
- Strong experience in client management and senior stakeholder engagement, including handling critical escalations.
- Excellent analytical and problem-solving skills with the ability to translate operational data into actionable strategies.
- Strong understanding of workforce planning, productivity management, cost optimization, and operational efficiency.
- Strong leadership, communication, influencing, and people-management skills.
- Experience in process improvement, transformation, and change management.
- Proficient in Microsoft Office, particularly Excel and PowerPoint.
- Able to speak/write Mandarin is a plus.
