Join Iron Mountain, a global leader in information management and digital transformation, trusted by over 240,000 customers worldwide including 95% of the Fortune 1000. We help organizations bridge the physical and digital worlds through secure information management, digital transformation, and data solutions.
We are seeking for an experienced Senior Operations Manager with a strong background in Business Process Outsourcing (BPO) operations. This role oversees the end-to-end delivery of BPO operations for one of our largest clients in Taipei Driving excellence in service performance, compliance, and client satisfaction through strategic planning, capacity management, and operational leadership. Exposure to the insurance industry is a plus.
Your Impact
As the Senior Operations Manager, you will:
- Lead and oversee BPO operations related to insurance claims processing, document imaging, as the client transitions to the next phase of their digital journey.
- Drive operational planning, process optimization, communication, and capacity alignment to ensure smooth and efficient service delivery.
- Ensure service excellence, cost efficiency, and profitability across the project.
- Oversee project lifecycle from pre-sales solutioning and transition to steady-state operations ensuring adherence to SLAs, KPIs, and regulatory standards.
- Collaborate with internal and external stakeholders to identify automation, digitization, and workflow improvement opportunities.
- Lead continuous improvement initiatives leveraging Lean, Six Sigma, and insurance BPO best practices.
- Provide leadership and direction to cross-functional teams to achieve operational targets and client satisfaction.
- Partner closely with Sales, Solutions, and Delivery teams to enhance service models and client retention.
- Track and report operational performance, including productivity, profitability, and compliance metrics.
What You'll Bring
- Bachelor's Degree or above
- Proven leadership experience in BPO operations.
- Exceptional leadership, analytical thinking, and problem-solving skills.
- Excellent communication, presentation, and interpersonal skills.
- Understanding of BPO costing metrics and budget management.
- Experience in Document Imaging or Enterprise Content Management Systems, or automation tools is an advantage.
- Lean / Six Sigma Green Belt certification (preferred)
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
- Fluent in English and the local language (verbal and written).
Why Iron Mountain
Competitive compensation and benefits.
Flexible work arrangements.
Comprehensive health, wellness, and retirement plans.
Continuous learning and career growth opportunities in a global organization.
At Iron Mountain, you'll play a key role in transforming how the insurance industry manages and secures its most valuable information while leading a high-performance operations team that delivers excellence every day.
