Operations Manager (Contact Centre)

Who we are Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they 'make it happen' for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource's inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients. About the Role We are seeking an experienced and dynamic Operations Manager to lead large-scale programs and drive operational excellence. This role is responsible for end-to-end program performance, including P&L ownership, service delivery, client engagement,

and team leadership across multiple geographies. You will play a critical role in building a high-performing culture, delivering exceptional customer outcomes, and driving continuous improvement and transformation initiatives. Key Responsibilities Lead and manage the overall program to achieve maximum performance and business outcomes Own and drive full P&L performance, including revenue growth and profitability Ensure high-quality service delivery, efficiency, and operational effectiveness Drive improvements in customer experience and NPS, building strong client relationships Identify risks proactively and develop mitigation strategies across voice and non-voice operations Establish and maintain business continuity plans (global and local) Develop and implement audit and review frameworks to ensure operational excellence Identify revenue growth opportunities and cost optimisation initiatives Manage operations across multiple geographies, leveraging cultural awareness Lead within a matrixed organisation, influencing stakeholders without direct authority Contribute to RFPs/RFIs by providing strategic business solutions Mentor, coach, and develop direct reports and extended teams Drive transformation initiatives to enhance efficiency and delivery Ensure alignment with client goals and consistent delivery on commitments Maintain a safe and healthy work environment Leverage emerging technologies to improve productivity and operational outcomes Foster strong employee engagement through effective communication and initiatives Build external networks to benchmark and adopt best practices About You You are a strategic and hands-on leader with a strong track record in managing large, complex operations. Key Skills & Experience: Proven experience managing large teams in a complex operational environment Strong leadership, coaching, and conflict resolution capabilities Excellent communication and presentation skills Demonstrated business acumen with strong financial management skills Advanced problem-solving, analytical, and decision-making abilities Skilled in stakeholder management, negotiation, and influencing Experience working in matrix organisations and across multiple regions Ability to manage competing priorities and deliver outcomes under pressure Strong background in change management and transformation delivery Passion for continuous improvement, innovation, and operational excellence Qualifications Bachelor’s degree in any discipline Previous experience in operations, program management, or a related field Why Join Us? Lead high-impact, large-scale programs Work with global teams and clients Drive transformation and innovation initiatives Be part of a collaborative and high-performance culture Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels.