Requirements

Back Office Manager - Operations

Key Responsibilities:

1. Team Management & Leadership:
• Lead, supervise, and motivate a team of back-office associates, ensuring high levels of productivity and engagement.
• Provide training, coaching, and performance feedback to ensure consistent improvement and skill development.
• Manage staffing levels and schedules to ensure the back office is adequately resourced at all times.
2. Process Optimization & Efficiency:
• Identify, recommend, and implement process improvements to enhance operational efficiency and reduce costs.
• Work closely with other departments to understand requirements and ensure seamless integration between back office and front office teams.
• Monitor and track performance metrics to identify opportunities for process enhancements.
3. Quality Assurance & Compliance:
• Oversee and ensure adherence to established quality standards and operational processes.
• Conduct regular audits and reviews of back-office tasks to ensure that services are delivered in line with client expectations and contractual agreements.
• Ensure compliance with company policies, industry regulations, and data privacy standards.
4. Operational Reporting & Documentation:
• Prepare and present regular reports on back office operations, including performance metrics, service delivery, and process improvements.
• Maintain accurate documentation of operational procedures, policies, and protocols.
5. Client Relationship & Support:
• Work with front-office teams to address client concerns, ensure timely resolutions, and contribute to maintaining client satisfaction.
• Address escalated issues, and ensure that all back-office operations meet client requirements and SLAs (Service Level Agreements).
6. Budget & Resource Management:
• Monitor the back-office budget, identify areas for cost control, and manage operational expenditures.
• Ensure optimal utilization of resources to meet operational goals without compromising quality.
7. Problem Solving & Conflict Resolution:
• Proactively address any issues or challenges related to back office operations, ensuring they are resolved in a timely manner.
• Handle escalations from team members or clients related to back-office functions and processes.
8. Cross-Functional Collaboration:
• Work closely with other departments (e.g., HR, IT, Finance) to ensure the smooth operation of BPO services and to streamline internal workflows.