BPO Senior Manager – Operations (Hybrid)

About the role

NTT DATA is seeking a Senior Manager – Operations to lead end‑to‑end service delivery within its BPO environment in Dubai. This hybrid position focuses on operational excellence, data‑driven decision‑making and building high‑performing teams.

Key responsibilities

• Oversee daily operations to meet SLA, productivity, quality and customer satisfaction targets.
• Manage large‑scale teams, including team leaders, ensuring high performance and accountability.
• Lead workforce planning, capacity management and resource allocation.
• Monitor and analyse KPIs such as AHT, SLA, productivity, quality and CSAT, implementing corrective actions.
• Develop and execute operational strategies to improve efficiency and scalability.
• Conduct performance reviews, cost‑benefit analyses and capacity planning.
• Prepare and present performance reports, dashboards and insights to senior leadership.
• Identify and implement continuous‑improvement initiatives to optimise processes and reduce costs.
• Drive data analysis, trend identification and change‑management initiatives.
• Ensure compliance with industry regulations, quality standards and internal policies.

Required profile

• 10+ years of experience in BPO/operations, with at least 5 years in a leadership role.
• Proven track record in strategic planning, performance management and process improvement.
• Experience in budget management, cost control and financial decision‑making.
• Demonstrated success in leading high‑performing teams and achieving business targets.

Required skills

• Strong proficiency in Microsoft Office Suite.
• Advanced ability to analyse data, create reports and present actionable insights.
• Knowledge of Gen AI, SAP, Navigator or similar systems (advantage).

What we offer

• Competitive salary and benefits package.
• Hybrid work mode combining office and remote flexibility.
• Opportunity to work in an inclusive, forward‑thinking organization.