About the Role
We are looking for an experienced Senior Business Process & Operations Manager to lead operational delivery, service performance, and process optimization within a shared services and offshoring environment.
This role is responsible for managing operational performance across multiple service portfolios, ensuring high-quality delivery, driving continuous improvement, and building strong relationships with internal stakeholders and clients.
The ideal candidate has strong BPO or offshoring leadership experience, a strategic mindset, and the ability to balance operational efficiency, service quality, and client satisfaction.
Key Responsibilities
Operational Leadership
- Oversee day-to-day operational performance across the shared services portfolio
- Lead service delivery strategy to ensure operational excellence and efficiency
- Act as a primary operational contact for stakeholders and shared services leaders
- Conduct business reviews and drive performance improvements across service lines
Program & Service Delivery Management
- Plan and execute offshore build-operate-transfer (BOT) programs to support global delivery operations
- Ensure the successful delivery of services aligned with operational targets and client expectations
- Address quality, productivity, and performance issues through structured operational strategies
Performance & Process Optimization
- Implement and manage Service Level Agreements (SLAs), KPIs, and operational metrics
- Monitor utilization, cost-to-serve, and capacity planning to optimize service delivery
- Lead continuous improvement initiatives across operational workflows
Stakeholder & Client Management
- Maintain strong relationships with internal teams, leadership, and business partners
- Support sales initiatives by ensuring the operational feasibility of proposed solutions
- Manage escalations and service disruptions with structured problem-solving approaches
What Were Looking For
Experience
- At least 10 years of operational management experience
- Strong background in BPO, shared services, or offshoring environments
- Proven experience in operations leadership, service delivery, and process improvement
- Demonstrated ability to manage cross-functional teams and stakeholder relationships
Skills & Competencies
- Strong leadership and project management capabilities
- Excellent communication and stakeholder management skills
- Experience implementing KPIs, SLAs, and operational performanceframeworks
- Ability to manage teams and workloads in fast-paced operational environments
- Strong analytical, problem-solving, and process improvement mindset
Additional Qualifications
- Proficiency in Microsoft Office tools (Excel, PowerPoint, Word) and project management platforms
- Ability to travel internationally when required
- Strong commitment to service quality, operational excellence, and continuous improvement
