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Sr. Operations Manager at ALORICA
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Competencies
Expert in identifying challenges and developing effective solutions in fast-paced environments.
Proven ability to lead diverse teams towards common goals while enhancing team dynamics.
Exceptional at formulating strategies that align operations with business objectives.
Skilled in cultivating talent and enhancing employee performance through targeted development programs.
Competent in managing crises effectively to minimize impact on operations and client satisfaction.
Education
Languages
Summary
Dynamic Sr. Operations Manager with a proven track record in overseeing large teams and enhancing operational efficiency across diverse industries.
Key Achievements
- Oversaw operations for 800+ staff, enhancing efficiency across multiple Travel & Hospitality programs.
- Successfully deployed and stabilized three client programs, improving client satisfaction scores.
- Led a team of 6 Operations Managers, fostering collaboration and driving performance in high-paced environments.
- Implemented employee engagement initiatives that significantly reduced turnover rates.
Experience
Customer Service & Sales Rep
Team Manager
Led and successfully out perform teams at high pace performing clients. Led client satisfaction initiatives within multiple programs
Operations Manager
Led end-to-end operations for multi-industry client programs (Telecom, Entertainment, Travel & Hospitality), overseeing 200+ headcount.. Successfully deployed and stabilized three client programs, ensuring workforce readiness, process alignment, and SLA achievement.. Owned workforce planning, capacity modeling, and KPI optimization, leveraging data-driven insights to drive performance and continuous improvement.. Drove process standardization and documentation to support scalability and operational consistency.. Provided leadership coaching and mentorship to frontline leaders, strengthening performance and talent readiness.
Sr. Operations Manager
Lead end-to-end, multi-client Travel & Hospitality operations, overseeing 800+ headcount across multiple programs with 6 Operations Managers reporting directly.. Deployed and scaled two new client programs, delivering 500+ headcount ramps while maintaining SLA performance, operational stability, and cost efficiency.. Own budget and P&L performance, driving cost optimization, ROI modeling, and workforce optimization aligned with business objectives.. Act as senior executive liaison for clients and internal stakeholders, delivering executive business reviews, KPI governance, and strategic recommendations.. Drive operational transformation, including digital enablement, automation, and process optimization, to improve productivity and scalability.. Develop and mentor senior leaders, strengthening succession planning, leadership readiness, and organizational capability.