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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