Primary Title: Operations Subject Matter Expert (SME) - KPO/BPO
About The Opportunity
We are hiring for a leader in the KPO/BPO and professional services sector supporting complex, client-facing operations across multiple verticals (finance, research, analytics, customer service). The role sits within an on-site operations team focused on delivering high-quality service, meeting SLAs, and continuously improving process efficiency for enterprise clients.
Location: India (On-site)
Role & Responsibilities
- Own end-to-end operational expertise for assigned processesdefine SOPs, enforce governance, and ensure consistent SLA achievement across client portfolios.
- Drive process improvement initiatives using data-driven root-cause analysis and Lean/Six Sigma principles to reduce turnaround time, errors, and operating costs.
- Act as primary escalation point for client issues; lead incident response, coordinate cross-functional resolution, and communicate remediation plans to stakeholders.
- Design and deliver training, certification, and knowledge-transfer programs for on-site teams to sustain quality and throughput improvements.
- Develop and maintain performance dashboards, regular management reports, and insights to guide strategic decisions and operational tuning.
- Partner with QA, technology, and client teams to implement automation, tooling, and controls that strengthen compliance and scale delivery.
Skills & Qualifications
Must-Have
- 5+ years of hands-on experience in KPO/BPO/service-sector operations with demonstrable SME responsibilities.
- Proven track record in SLA management, process documentation (SOPs), and quality frameworks.
- Strong analytical skillsadvanced Excel; comfortable building KPI dashboards and performing root-cause analysis.
- Excellent stakeholder management and client-facing communication; experience handling escalations and managing expectations.
- Experience delivering training and operational readiness programs for large on-site teams.
- Willingness and ability to work fully on-site in India; flexible to client-driven schedules.
Preferred
- Certification in Lean/Six Sigma or equivalent process-improvement training.
- Familiarity with case/workflow management platforms, RPA basics, or BI tools (Power BI/Tableau).
- Exposure to regulated environments (financial services, healthcare, research) and compliance controls.
Benefits & Culture Highlights
- Collaborative, high-accountability environment that rewards measurable impact and continuous improvement.
- Opportunity to lead cross-functional initiatives and influence client-delivery models at scale.
- Structured career path into senior operations leadership or client-facing program management roles.
Skills: sme,teams,bpo,management,operations,research,training
