Operations Senior Manager – Lead Client Relations & Operations

About the role

The Operations Senior Manager leads the end‑to‑end operation of an assigned account, overseeing client relationships, financial performance and people engagement. The role works closely with Finance, Workforce Management, Procurement, Marketing, HR and IT to ensure seamless service delivery. Flexibility to work on‑site or remotely is required based on business needs.

Key responsibilities

• Serve as the primary point of contact for the client/vendor manager on strategic plans, site expansions and non‑daily operational topics.
• Lead weekly Business Reviews, present operational changes, analyse data and propose proactive action plans.
• Manage contract amendments, pricing negotiations and maintain transparent communication with stakeholders.
• Oversee site performance, act as final escalation point and hold supervisors accountable for targets.
• Drive capacity planning, hiring, headcount tracking and attrition management.
• Own invoice and billing processes, resolve discrepancies and produce timely financial reports.
• Develop and mentor supervisors and team leads, conduct regular 1‑on‑1s and address people‑related escalations.

Required profile

• Minimum 3 years of verifiable personnel‑management experience in a contact‑center environment.
• At least 2 years in a senior leadership position.
• Understanding of financial crime, AML/KYC compliance and related regulatory requirements.
• Schedule flexibility to adapt to changing business demands.

Required skills

• Microsoft Office – Advanced.
• Strategic planning.
• Negotiation techniques.
• Statistics and budget management.
• Planning and supervision.
• English – B2 proficiency (oral and written).