In Concentrix Italy we are recruiting an Operations Manager in our site of Vimercate!

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As Operations Manager you will be responsible for leading, coaching, and supervising a team of Team Leaders and CSA within a BPO banking environment. This role ensures the achievement of Client Service Level Agreements (SLAs) , operational excellence, and financial performance, while maintaining strong client relationships and driving continuous improvement across customer service operations.

Key Responsibilities

Operational & Client Performance

- Analyze, monitor, and manage all Client Service Level Agreements (SLAs) ;

define and implement improvement plans when required
- Ensure delivery of consistent operational performance and over-deliver against client expectations
- Manage and review operational KPIs and reports, including:
- Attendance and adherence
- Productivity and performance metrics
- Client scorecards and quality indicators

Financial Management

- Maximize revenue generation in line with short- and long-term financial objectives
- Support forecasting, budgeting, and financial planning activities (P&L;)
- Collect and analyze data related to billable and non-billable hours

People Leadership

- Lead, coach, and develop a team of Team Leaders and their associates
- Select, train, and develop direct reports in line with company policies and legal requirements
- Conduct regular 1:1 performance reviews and provide continuous coaching and feedback
- Create a positive, engaging work environment and effectively manage employee relations issues

Client & Stakeholder Management

- Build and maintain strong, trusted relationships with client stakeholders
- Attend and actively contribute to client business reviews




- Participate in cross-functional meetings with Training, HR, Quality, Workforce Management, and Talent Acquisition teams
- Partner with internal and external stakeholders to define and implement action plans for continuous improvement

Process & Continuous Improvement

- Analyze operational processes and implement best practices
- Evaluate staffing needs in collaboration with Business Development and clients, adapting to changing requirements
- Ensure consistent application of company standards, policies, and corrective actions

Candidate Profile

Experience & Background

- Minimum 2 years of experience as an Operations Manager Junior or Senior Team Leader
- At least 3 years of experience in Banking projects , preferably within a BPO or Customer Service environment
- Strong background in operations management within outsourced or contact center environments

Skills & Competencies

- Proven ability to coach, mentor, and develop high-performing teams
- Strong analytical skills with the ability to improve processes and define effective action plans
- Excellent organizational and time-management skills in fast-paced environments
- Strong stakeholder management and client-facing capabilities
- Excellent communication skills, both written and verbal

Languages

- English level B2 or higher

Additional Requirements

- Willingness to work a flexible schedule
- Willingness to travel as required

What We Offer

- Permanent, full-time employment
- Competitive salary (€ 35,000 - 40,000€)
- Premio + Benefits
- Opportunity to work within a structured, international banking BPO environment
- Career development and leadership growth opportunities

Diversity Disclaimer:

- At Concentrix, we respect and celebrate the diversity of our game-changers. xrtlpzc We are committed to creating an inclusive environment for all employees, where diverse backgrounds and perspectives are welcomed and valued.

📌 Customer Service Operations Manager - €35.000 - €40.000 A Year (Milano)
🏢 Concentrix
📍 Milano