Operations Senior Manager

Operations Sr Manager
***Applicants should be available and willing to work on-site and/or from home depending on business needs.***
Position overview:An Operations Sr Manager is responsible for leading the entire operation of the account assigned under his/her charge in 3 major areas: Client Relationship & KPI’s, Financial Performance and People Engagement. This person works with various company departments including Finance, WorkForce Management, Procurement, Marketing, Management, Human Resources, and Information Technology.
Key responsibilities:
Strategic Leadership & Client RelationsAct as the primary point of contact (POC) for the Client/Vendor Manager regarding strategic plans, site expansions, and non-daily operational topics Lead Weekly Business Reviews (BRs), presenting clear operational changes, analyzing provided data, and presenting proactive action plans Manage contract amendments, pricing negotiations, and maintain transparent communication with all stakeholders Manage Open Items, Project Management, and Change Management with full transparency across all departments Call out data inconsistencies and provide comprehensive reporting to senior leadership
Operational Oversight & Performance ManagementMaintain overall site performance and serve as the final escalation point for operational issues Hold Supervisors and Team Leads accountable for team performance, setting realistic and sustainable targets Ensure KPIs are met across all functional areas, manage incentive programs fairly, and implement Performance Improvement Plans where necessary Drive Business Continuity Plan (BCP) communications and ensure rapid response to operational disruptions Enforce strict adherence to security standards and compliance requirements across the site
Capacity Planning & Financial ManagementOversee hiring according to ramp and capacity plans; maintain accurate headcount tracking and manage attrition proactively Develop quarterly hiring plans, forecast future staffing needs, and maintain appropriate headcount buffersOwn the invoice and billing process; resolve discrepancies and ensure timely delivery of financial reportsDemonstrate strong understanding of P&L management and drive cost optimization initiatives
Team Development & AdministrationDevelop and mentor support team members, including Supervisors and Team Leads, ensuring adequate team support Conduct regular 1-on-1 development sessions with key staff members and address people-related escalations Manage attendance and labor compliance; facilitate knowledge transfer regarding labor laws, public holidays, and regulatory requirements between the organization and client Champion a site-wide culture of excellence by actively designing initiatives that promote employee engagement, motivation, and retention
Strategic Continuous ImprovementDrive site-wide continuous improvement initiatives based on customer insights and root cause analysisIdentify and implement strategic operational enhancements Monitor industry trends and best practices, adapting processes to maintain competitive advantage

Requirements:Minimum 3 years of verifiable experience in personnel management within the Contact Center industryMinimum of 2 years in a senior leadership position. Understanding of Financial Crime, AML/KYC compliance, and regulatory requirements in financial services operationsSchedule flexibility
Core Competencies:Managing self developmentEmbracing technologyFocusing on customersGiving support
Leadership Competencies:Providing leadership and adaptability to changesLeading change through analysis and strategyBuilding effective teams through developmentManaging stakeholders and achieve Customer ExcellenceFriendly, creative, and a natural problem solver
Functional competencies:Microsoft Office - AdvancedStrategic planning - RequiredNegotiation Techniques - RequiredStatistics and budget management - RequiredMotivational Theory and Techniques- RequiredPlanning and Supervision - Required
Qualifications:English - B2:• Oral and written comprehension.• Appropriate use of language.Experience in Financial Strategic Planning - Required• Annual Account Budget and Triage. University Degree - Desirable

If you have questions or comments about this open position write to:[email protected]

Equal Opportunity EmployerAt TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.