Regional Operations Director

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
  
  

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