Manager- Operations (BPM Account Manager/ SDL)

Job Description

Title: Manager- Operations (BPM Account Manager/ SDL)

Company Name: Genex Infosys PLC.

Vacancy: 1

Age: 30 to 40 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 5 to 8 years
• The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center

• Bachelor/Honors

• 5 to 8 years
• The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center

• Age 30 to 40 years

End-to-End Account & Client Management

Service Delivery & Operational ExcellencePeople & Leadership ManagementSLA

KPI & Performance ManagementQuality Assurance

Compliance & GovernanceContinuous Improvement & Process Optimization

Escalation Issue & Risk ManagementPerformance Reporting & Data-Driven Insights

Business Continuity & Operational Resilience

FTE, Volume & Commercial/Billable Management

Billing & Payment Receivables Support

SOP, Training & Process Documentation

Role Overview

Responsible for end-to-end account management and service delivery, overseeing people, processes, client relationships, operational performance, quality, commercial performance, and continuous improvement. Drive service excellence, operational efficiency, and business outcomes while ensuring compliance with contractual commitments, SLAs, KPIs, quality standards, and client expectations.

Key Responsibilities

• Manage end-to-end account operations, covering people, processes, service delivery, quality, and business commitments.

• Lead, supervise and coach Team Leads, QAs, Trainers, and CSOs to drive performance, engagement, and service excellence.

• Build strong client and stakeholder relationships through proactive communication, effective issue resolution, and consistent service accuracy.

• Monitor and analyze operational performance to ensure achievement of SLAs, KPIs, quality standards, productivity, and customer experience objectives.

• Identify performance gaps and drive continuous improvement, process optimization, corrective actions, and operational efficiency.

• Manage client escalations and accuracy-related issues through timely resolution, root-cause analysis, and preventive actions.

• Prepare and present performance reports, dashboards, business reviews, and action-oriented insights to support data-driven decisions.

• Collaborate with internal stakeholders to optimize processes, manage operational risks, and ensure business continuity.

• Ensure compliance with company policies, client requirements, SOPs, procedures, and quality standards, while maintaining accurate process and training documentation.

• Track FTE/volume-based billables, support resource, and capacity requirements, and collaborate with Finance on billing and payment receivables.