Strategic BPO Operations Director

1 week ago


Bengaluru, Karnataka, India Live Connections Full time

We are seeking a visionary Director - BPO Operations to lead our non-voice operations at our Bengaluru, India Service Delivery Center. This role is pivotal in ensuring financial outcomes, seamless production, exceptional client experiences, and high employee engagement.

About the Role:

  • Oversee real-time service delivery operations, ensuring alignment with global quality standards.
  • Drive business growth through collaboration with India, China, and U.S.-based teams.
  • Lead revenue generation initiatives, ensuring targets are met or exceeded.
  • Build and maintain a high-performance culture, fostering employee engagement and productivity.
  • Coach direct reports and develop leadership talent to support organizational growth.
  • Manage financial outcomes, ensuring operational efficiency and optimal resource utilization.
  • Develop and refine service delivery infrastructure, tools, and processes to meet business needs.
  • Implement Total Quality System and best practices for operational excellence.
  • Champion strategic projects to innovate and enhance service delivery capabilities.
  • Troubleshoot service and client management challenges to maintain high client satisfaction.
  • Build and enforce compliance systems aligned with company standards and regulatory requirements.
  • Identify systemic gaps and implement proactive solutions to improve operations.
  • Develop effective communication strategies to influence and engage with stakeholders at all levels.
  • Cultivate strong working relationships with clients, ensuring their satisfaction and retention.
  • Lead initiatives to foster a culture of continuous improvement and innovation.

About You:

  • 15+ years of leadership experience, preferably in BPO or insurance outsourcing.
  • Strong strategic thinking and problem-solving abilities.
  • Proven expertise in people development, team building, and fostering employee engagement.
  • Excellent verbal and written communication skills to influence stakeholders and build relationships.
  • Demonstrated success in driving operational excellence and achieving measurable results.
  • Global work experience is a plus.

What We Offer:

A competitive salary of ₹60,00,000 per annum or 30% hike, whichever is lower, along with opportunities for growth and professional development in a dynamic and innovative organization.

The estimated annual salary range for this position is ₹60,00,000 to ₹90,00,000, depending on qualifications and experience.


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