BPS - Voice Assistant Manager-Operations at Sopra Steria

Noida, Uttar Pradesh, India -

Full Time

Start Date

Immediate

Expiry Date

16 Aug, 26

Salary

0.0

Posted On

18 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operations Management, Service Delivery, SLA Management, KPI Monitoring, Incident Management, Root Cause Analysis, People Management, Stakeholder Management, Continuous Improvement, Risk & Compliance, Resource Planning, Performance Management

Industry

Information Technology & Services

Description

Company Description About Sopra Steria Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion. The world is how we shape it. Job Description Operations & Service Delivery Ensure end-to-end delivery of assigned processes/services in line with contractual SLAs and KPIs (Productivity, Quality, TAT, Compliance). Monitor daily/weekly/monthly performance dashboards and take proactive corrective actions for any deviations. Manage volume fluctuations, staffing plans, and workload redistribution to meet delivery commitments. Own incident management, root cause analysis (RCA), and corrective/preventive action (CAPA) closure. People & Team Management Manage and mentor Team Leaders / SMEs / Associates; conduct regular connect sessions and performance reviews. Drive capability building, cross-skilling, and succession planning within the team. Handle employee concerns, attrition risks, and engagement initiatives to maintain team morale. Support recruitment, onboarding, and transition of new resources. Quality, Risk & Compliance Ensure 100% compliance with internal controls, client requirements, and audit standards. Own quality improvement plans, manage audits/reviews, and drive closure of observations. Identify operational risks and maintain/update risk and control logs. Client & Stakeholder Management Act as a key point of contact for client operations stakeholders. Participate in governance calls, prepare performance packs, and present operational insights. Manage client escalations effectively and support continuous improvement conversations. Continuous Improvement & Transformation Identify and implement process improvements, automation, or efficiency levers. Support RPA / digital initiatives, SOP updates, and service definition reviews. Track benefits from improvements (cost, FTE, quality, productivity). Reporting & MIS Own operational MIS, dashboards, and management reports. Provide data-backed insights to senior leadership on trends, risks, and opportunities. Total Experience Expected: 05-08 years Qualifications Graduate and above Preferably MBA Additional Information Should be comfortable with 24X7 Work Environment Should not be Color Blind At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences. All of our positions are open to people with disabilities.

Responsibilities

Manage end-to-end service delivery and operational performance to ensure contractual SLAs and KPIs are met. Lead and mentor a team of leaders and associates while driving process improvements and managing client stakeholder relationships.