Operation Manager

The Operations Manager is responsible for leading, developing, and managing a group of Managers to ensure the successful delivery of services across multiple customer accounts. This role plays a critical part in aligning service strategy with business objectives, ensuring consistent operational performance, driving improvements, and maintaining high standards of customer satisfaction.

You will act as a key bridge between customer needs, internal teams, and senior leadership—ensuring each service engagement is managed with operational excellence, people engagement, and measurable impact. The Operations Manager will also play a pivotal role in mentoring, developing processes, overseeing escalations, and supporting strategic initiatives.

Key Tasks and Responsibilities

·       Provide leadership and oversight to the team, ensuring they are equipped, supported, and empowered to meet or exceed service expectations.

·       Drive delivery excellence across all assigned services in alignment with contractual obligations, KPIs, and SLAs.

·       Support in service scoping, onboarding, performance reviews, and customer engagement planning.

·       Act as escalation point for service-related issues, ensuring timely and effective resolution.

·       Collaborate with cross-functional teams (e.g., Training, Quality, IT, HR) to optimize service delivery frameworks.

·       Monitor service metrics across accounts and drive performance improvement initiatives.

·       Develop and standardize operational processes, reporting tools, and best practices across services.

·       Ensure consistency in service documentation, SOPs, and knowledge management across accounts.

·       Lead by example to promote a culture of customer centricity, accountability, and continuous improvement.

·       Foster strong customer relationships and maintain alignment between service outcomes and customer goals.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  

Requirements:

·       Highly customer focused.

·       Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.

·       Ability to motivate and drive teams of people to provide high level managed services.

·       Ability to earn the respect of internal and external customers, colleagues, and management.

·       Capable of multitasking and thriving in a fast-paced, high-stress environment.

·       Excellent organizational skills.

·       Excellent time management skills.

·       Excellent problem-solving skills.

·       Good attention to detail.

Technical: 

• Excellent Knowledge of Microsoft Office products

• Previous experience with a CRM tool (e.g. Salesforce, Zendesk, AWS, Microsoft Dynamics…)

Behavioral: 

·       Collaborative Leadership

·       Accountability & Ownership

·       Strategic Planning & Execution

·       Adaptability & Change Management

·       Proactive Problem Solving

·       Empowering & Delegating

·       Results-Oriented Mindset 

Qualifications [EDUCATION and/or EXPERIENCE]

·       5+ years of experience in service delivery, BPO, or customer service operations.

·       Bachelor’s degree in business, Operations, or related field (or equivalent experience)

·       3+ years in a people management or leadership role

·       Proven experience working with cross-functional teams and customer-facing environments

·       Demonstrated success in managing operational performance across multiple teams or projects

Languages

Excellent communication skills (Speech, Written, Reading, Comprehension) with the ability to communicate professionally and confidently in English at all levels.

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

• To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.
• Competitive salary
• Cafeteria
• Team building and free time activities
• Modern office environment