Media Operations - Senior Manager

Roles and Responsibilities

Responsible for overseeing the end-to-end Operations delivery of large-scale portfolios.

Ultimate owner of delivery SLAs, quality standards, and KPIs (AHT, TAT, CSAT).

Champion the deployment of Generative AI tools and automation to enhance financial or operational data analysis.

Drive a culture of continuous improvement using Lean Six Sigma or Kaizen methodologies.

Manage attrition through engagement calendars and skip-level meetings to maintain high employee morale.

Skill Set

14–20 years of progressive experience in BPO/ITES or Technology services, with at least 5 years in a senior leadership role.

Should have experience in managing large teams.

Drives digital transformation through AI and automation.