About The Role

Back Office Manager - Operations

Key Responsibilities

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.
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.
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.
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.
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).
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.
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.
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.