Job Title: Operations Director

Job Summary:

The Operations Director is responsible for overseeing end-to-end service delivery, ensuring operational excellence, client satisfaction, and profitability across all BPO programs. This role leads large-scale teams, drives performance against KPIs, and collaborates with cross-functional teams to optimize processes, improve efficiency, and support business growth.

Key Responsibilities:

Operational Leadership:

Lead and manage multiple BPO accounts/programs across functions
Ensure delivery of high-quality services aligned with client SLAs, KPIs, and contractual obligations
Drive continuous improvement initiatives

Client Relationship Management:

Act as the senior point of contact for key clients
Build and maintain strong client relationships
Conduct regular business reviews

Performance & KPI Management:

Monitor and analyze operational metrics
Implement corrective actions
Ensure teams consistently meet targets

Financial Management:

Manage P&L for assigned programs
Drive cost optimization
Oversee budgeting and forecasting

Team Leadership & Development:

Lead and develop managers and team leaders
Build a high-performance culture
Support hiring and succession planning

Process Improvement & Innovation:

Identify process gaps and implement solutions
Drive automation and digital initiatives

Compliance & Risk Management:

Ensure adherence to policies and regulations
Manage operational risks

Qualifications:

Bachelor's degree in Business or related field
MBA preferred
10–15+ years of BPO experience

Skills:

Leadership and people management
Client management
Analytical thinking
Financial acumen
Communication skills

KPIs:

SLA achievement
Customer satisfaction
Employee engagement
Profitability

Regional Operations Director