DIRECTOR/Senior Manager OF OPERATION JOB DESCRIPTION
Job Title: Director/Senior Manager BPO Operations
Location: Chennai
We are looking fro Senior Manger and Director Operations
Shift Timings-7pm to 4am.
Department: Operations
Role Summary
We are seeking a dynamic and results-driven Director/Senior Manger of BPO Operations to lead our operational strategy, client delivery, and transformation initiatives.
The ideal candidate is a strategic thinker, a decisive leader, and a strong influencer who can align teams around key priorities, communicate effectively with clients, and ensure delivery excellence across all operations.
Key Responsibilities
Operational Leadership
- Oversee end-to-end BPO operations across multiple lines of business, ensuring SLAs, quality, and client satisfaction targets are consistently met.
- Translate corporate strategy into actionable operational goals and performance metrics.
- Quickly assess project status through precise, high-value questioning and data-driven insights.
- Drive efficiency, accuracy, and process discipline across delivery functions.
Client & Stakeholder Management
- Serve as the primary escalation and relationship point for key clients.
- Communicate expectations clearly and ensure consistent delivery against commitments.
- Build trusted partnerships through proactive engagement, transparency, and accountability.
- Close client feedback loops swiftly with clear action ownership.
Leadership & People Development
- Inspire and influence large, diverse teams to deliver business outcomes.
- Build a culture of ownership, accountability, and high performance.
- Coach senior managers and VPs to think strategically and execute effectively.
- Identify and develop emerging talent for future leadership roles.
Change Management & Transformation
- Drive company-wide initiatives and align teams with the CEO's strategic vision.
- Lead operational transformation, automation, and process improvement programs.
- Champion adoption of new tools, systems, and operating models across the organization.
- Track, measure, and communicate progress and impact of key initiatives.
Governance, Risk, and Compliance
- Ensure compliance with all operational, financial, and regulatory requirements.
- Manage budgets, P&L performance, and cost optimization.
- Maintain strong governance frameworks and audit readiness.
- Identify and mitigate operational risks proactively.
Key Skills & Competencies
- Strategic and Analytical Thinking: Ability to quickly understand business performance with minimal inputs and make informed decisions.
- Operational Excellence: Deep understanding of BPO operations, performance metrics, and process improvement methodologies (Lean/Six Sigma preferred).
- Influential Leadership: Inspires and drives large teams toward shared goals; builds alignment across cross-functional groups.
- Client Relationship Management: Strong communicator who manages expectations confidently and builds long-term partnerships.
- Change Leadership: Proven experience driving organizational transformation and team adoption of new processes or technologies.
- Executive Communication: Exceptional clarity, presence, and precision in leadership and client discussions.
- Financial Acumen: Strong command of operational budgets, cost structures, and P&L ownership.
- Innovation Mindset: Continuously seeks opportunities to enhance efficiency through automation, analytics, or workflow optimization.
Qualifications
- Bachelor's or Master's degree in Business Administration, Operations Management, or a related field.
- 1218 years of progressive experience in BPO / Shared Services Operations, with at least 5 years in a senior leadership role.
- Proven track record of leading multi-site operations, managing large teams, and delivering strong client outcomes.
- Certifications in Lean, Six Sigma, or Project Management are a plus.
Success Traits
- Strategic yet hands-on mindset.
- Influential communicator with executive presence.
- Strong problem solver who thrives in fast-paced, evolving environments.
- Passionate about building teams, driving accountability, and delivering excellence.
