Senior Operations Director

2 weeks ago

Kolkata, West Bengal, India beBeeStrategy Full time ₹ 15,75,000 - ₹ 20,90,000

**Senior Operations Director Role:**

We are seeking an experienced and strategic leader to oversee end-to-end operations, ensuring alignment with contractual obligations and service excellence.

This role involves operational excellence, domain capability strengthening, strategic planning, business growth, innovation, and profit management.

The ideal candidate will have 11 years of experience in BPO CX operations, with a strong understanding of business trends, emerging technologies, and industry best practices.

They must possess analytical acumen, leadership skills, and ability to drive performance while scaling operations in a matrix-driven organization.

Additionally, they should have experience managing large teams, developing talent, and fostering a high-performance culture.

  • Operational Excellence: Lead improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.
  • Domain Capability: Strengthen capabilities through continuous improvement and talent development.
  • Strategic Planning: Develop strategies aligned with growth objectives, lead cross-functional planning for budgets, expansion, and operational costs.
  • Business Growth: Collaborate with Sales & Marketing teams to support and drive business expansion.
  • Innovation & Value Addition: Lead innovation initiatives and other value-added efforts in partnership with stakeholders.
  • P&L Ownership: Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.
  • Team Management: Oversee a large, high-performing team, enhance organizational efficiency, and align delivery capabilities with pipeline demand.
  • Client Satisfaction: Act as the 'Voice of the Customer' by building strong relationships and ensuring high levels of satisfaction.
  • Best Practices: Develop, share, and implement best practices across service offerings and domains.
  • Compliance: Ensure full compliance with regulatory requirements and internal standards.

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