Operations Director

3 weeks ago


Gurgaon, Haryana, India IGT Solutions Full time
Job Description

We are looking for a seasoned Operations Manager to lead multiple client business operations in a Global Digital BPM Contact Center services environment.

The successful candidate will report directly to a Senior Manager/Head Global Operations and have a leadership span of 500 FTEs across multiple business accounts.

The role involves overall P&L and Operations Management of 500+ FTE International Voice Customer Service Operations, with direct ownership and accountability of strategic and tactical operational direction to the operations team.

The goal is to achieve desired business goals and ensure customer delight through close interaction with client stakeholders and internal leadership.

Key Responsibilities
  1. Proven experience in operational process management, change management, and administrative leadership roles.
  2. In-depth knowledge of diverse business functions and operations best practices.
  3. Provide additional support for achieving key performance and productivity goals.
  4. Experience and hands-on data analysis and statistical process control.
  5. Responsible for a wide spectrum of Operations and P&L responsibilities, including meeting key performance metrics, managing staffing, and delivering excellent client services.
  6. Work closely with Internal controls and finance teams to develop and maintain annual budget and monthly/quarterly P&L forecasts.
  7. Drive Continuous improvements and innovations to enhance quality and CSAT.
  8. Optimizing spend for LOBs and preparing medium-term plans, annual budgets, and activity plans consistent with agreed strategies.
  9. Collaborate with Sales/Account Management/Presales teams to grow the business and coordinate customer site visits.
  10. End-to-end client management, including reviews with clients, value addition, and proactive communication to internal and external clients.

About IGT Solutions

We are an equal opportunities employer committed to creating a diverse and inclusive work environment.



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