Introduction
We are seeking an experienced Senior Operations Manager to lead a high-performing site of 500–1,000 moderation staff. This is a critical leadership role, responsible for driving operational excellence, financial performance, and client satisfaction at the site level.
Key skills and experience
- Minimum 5 years experience in a similar role within a BPO environment.
- At least 2 years experience in content moderation, with familiarity in content management tools and methods.
- At least 2 years experience managing multiple LOBs or programs simultaneously.
- Site management experience is preferred and considered a strong advantage.
- Proven ability to build productive business relationships with clients.
- Excellent English communication skills, both written and spoken.
- Demonstrate experience in managing large teams effectively.
- Highly organized, detail-oriented, and responsive.
- Ability to work effectively across diverse cultures and geographies.
- Must be willing to relocate to the assigned site or country.
- Open to all nationalities.
What You'll Do:
- Lead day-to-day site operations, ensuring efficiency, quality, and consistent delivery across all shifts.
- Own the site P&L, managing budgets, cost control, and revenue performance to meet business objectives.
- Serve as the primary client liaison for site-specific requirements, aligning operational delivery with KPIs, SLAs, and contractual commitments.
- Oversee site management functions including staffing, scheduling, infrastructure, safety, and compliance.
- Drive performance management, mentoring, and development for Operations Managers and their teams, addressing skill gaps and fostering high engagement.
- Standardize processes and best practices across the site to ensure operational consistency and scalability.
- Conduct site-focused business reviews, presenting operational and financial performance insights to stakeholders.
- Implement continuous improvement initiatives, including workforce optimization, employee engagement programs, and process enhancements.
- Stay up-to-date with industry trends and social developments that may impact the business or operations.
Key Responsibilities:
Operational Leadership & Team Management
- Report directly to the Account General Manager, overseeing a team of 350-500 moderation staff.
- Lead and manage day-to-day operations, ensuring operational efficiency, resource optimization, and consistent service delivery.
- Drive performance management for Operations Managers and their teams through coaching, mentoring, and development, addressing knowledge or competency gaps.
- Motivate and engage employees to maintain high morale, productivity, and retention.
- Ensure adequate staffing, identify workforce skill gaps, and oversee training and competency development initiatives.
Site Management & Facilities Oversight
- Manage all aspects of site operations, including workforce allocation, scheduling, and adherence to safety, security, and facility standards.
- Maintain a safe, secure, and compliant work environment, ensuring business continuity across all operational shifts.
- Oversee infrastructure, equipment, and technology needs, coordinating with IT and support teams to minimize operational disruptions.
- Ensure smooth coordination between multiple sites (if applicable), standardizing processes and policies to maintain consistent service quality.
Financial Management & P&L Oversight
- Own the operational P&L for assigned sites, managing budgets, cost control, and revenue performance.
- Analyze financial performance, identify risks or opportunities, and implement corrective actions to meet profitability targets.
- Collaborate with leadership to plan and forecast operational budgets, resource allocation, and capital investments.
- Drive efficiency initiatives to optimize cost structure while maintaining service quality and client satisfaction.
Client & Stakeholder Engagement
- Serve as the primary client liaison for site-specific requirements, ensuring operational delivery meets or exceeds client expectations.
- Align site-level operations with client KPIs, SLAs, and contractual obligations.
- Conduct site-focused business reviews, presenting operational performance, financial results, trends, and actionable insights to stakeholders.
Strategic & Continuous Improvement
- Provide strategic direction and guidance, standardizing performance metrics, operational processes, and best practices across all lines of business.
- Implement improvements in recruitment, employee engagement, policies, and procedures to sustain performance and support business growth.
- Stay current with industry trends, best practices, and social developments that may impact the business.
