Dgm- Bpo Operations

**Job Title**: DGM, BPO Program

**Location: Bangalore**

**Department**: Operations

**Job Summary**:
**Key Responsibilities**:

- ** Program Leadership & Strategy**:

- Develop and execute strategic plans for the BPO program(s) aligned with organizational goals and client expectations.
- Provide strong leadership and direction to internal teams and BPO partners, fostering a culture of high performance, accountability, and continuous improvement.
- Identify opportunities for process optimization, cost reduction, and service enhancement within the BPO operations.
- Stay abreast of industry best practices, emerging technologies, and competitive landscapes in the BPO sector.
- ** BPO Partner Management**:

- Serve as the primary point of contact and relationship owner for designated BPO partners.
- Oversee the day-to-day operations of the BPO program(s), ensuring adherence to service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations.
- Conduct regular business reviews with BPO partners, assessing performance, identifying areas for improvement, and collaborating on action plans.
- Manage commercial aspects of the BPO relationship, including invoicing, capacity planning, and contract adherence.
- Lead negotiations for contract renewals or amendments as required.
- ** Performance Management & Quality Assurance**:

- Establish, monitor, and report on comprehensive performance metrics for all aspects of the BPO program.
- Implement robust quality assurance frameworks and ensure consistent adherence to quality standards by BPO teams.
- Analyze performance data, identify trends, root causes of issues, and develop corrective action plans.
- Drive initiatives to improve customer satisfaction, efficiency, and overall service delivery.
- ** Stakeholder & Client Relationship Management**:

- Build and maintain strong relationships with internal stakeholders (e.g., Sales, Marketing, Product, Finance, IT) to ensure seamless integration and support for BPO operations.
- Collaborate closely with client teams to understand their evolving needs, provide regular updates on program performance, and address any concerns proactively.
- Act as an escalation point for complex client or operational issues, ensuring timely and effective resolution.
- ** Process Improvement & Innovation**:

- Champion continuous improvement initiatives, utilizing methodologies like Lean, Six Sigma, or similar, to optimize BPO processes.
- Identify and implement technological solutions and automation opportunities to enhance efficiency and effectiveness.
- Lead or participate in projects aimed at transforming BPO services and achieving higher levels of operational excellence.
- ** Team Leadership & Development (Internal)**:

- If applicable, manage and mentor a team of program analysts, specialists, or managers, fostering their professional growth and development.
- Ensure clear communication, effective delegation, and consistent feedback to direct reports.
- ** Risk Management & Compliance**:

- Identify potential risks within the BPO program (e.g., data security, compliance, operational disruptions) and develop mitigation strategies.
- Ensure all BPO operations comply with relevant industry regulations, data privacy laws (e.g., GDPR, CCPA), and internal policies.

**Qualifications**:

- ** Education**: Bachelor’s degree in business administration, Operations Management, or a related field. Master's degree preferred
- Preferred Lean/Six sigma certified
- Excellent presentation & articulation
- **Experience**:

- 12+ years of progressive experience in BPO operations, program management, or a similar field with atleast 1 year as Sr Manager+ on papers with a minimum span of control of 200+
- Proven experience managing relationships with international clients
- Demonstrated success in achieving and exceeding operational KPIs and SLAs.