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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Job description provided by cxperts.
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