BPS - Voice Assistant Manager-Operations

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.

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,, 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

Graduate and above

Preferably MBA

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.