General Manager

The General Manager (GM) will oversee the end-to-end operations of WBMO, ensuring smooth functioning, strategic growth, and high performance across all departments. This role requires an experienced BPO/BPM professional who has successfully managed operations of a 100+ employees with 78 Managers reporting directly to him with Minimum experience of 5+ Years in similar role. The ideal candidate must have strong experience working with North American clients, preferably within the Transportation & Logistics industry, and a proven track record of collaborating with senior leadership (CEO/VP/Director level).

The GM will provide strong leadership, drive operational excellence, maintain high-quality service delivery, and serve as a key liaison between internal teams and North American stakeholders.

Key Responsibilities

Performance Management & Operational Oversight

• Lead and supervise performance and operational efficiency across multiple departments, ensuring every team follows set processes and achieves expected outcomes.
• Develop, track, and manage KPIs, SLAs, and operational metrics to measure productivity, accuracy, timeliness, and overall service quality.
• Build and maintain performance dashboards and reporting mechanisms to ensure clear visibility into daily, weekly, and monthly performance outcomes.
• Continuously monitor department-wise performance, analyzing trends in productivity, attendance, time tracking, and workflow efficiency.
• Conduct weekly and monthly performance review initiatives, scheduling structured review meetings with team managers and department heads.
• Create and implement governance models to standardize how teams operate, ensuring consistency, accountability, and compliance across all functions.
• Develop, update, and enforce SOPs (Standard Operating Procedures) to streamline processes, minimize errors, and improve execution standards across departments.
• Identify gaps in operations and initiate process improvement strategies to increase efficiency, reduce turnaround times, and improve SLA adherence.

Reporting & Analytics

• Design, maintain, and enhance weekly, monthly, and quarterly performance dashboards, integrating data from multiple systems and departments.
• Conduct deep analytics of departmental performance, staffing utilization, workforce planning, output quality, and operational bottlenecks.
• Gather and consolidate reports from all department heads into one structured, executive-ready presentation.
• Prepare and deliver executive-level performance reports, insights, and presentations for leadership review.
• Provide data-backed recommendations for operational improvements, workforce planning, and performance enhancement.
• Analyse trends to predict future needs, identify risks, and guide leadership in strategic decision-making.

Cross-Department Coordination

• Provide strategic oversight and hands-on involvement across multiple departments:
• Finance
• IT
• HR & Recruitment
• Dispatch
• Work Order Data Processing / Back-office Operations

Client & Executive Interaction

• Serve as the primary point of escalation for performance-related discussions between clients and internal management.
• Interact regularly with CEO, VP, Directors, and senior leadership, presenting updates, raising concerns, and sharing insights.
• Lead structured performance update meetings with upper management and external client stakeholders.
• Provide clear, action-oriented recommendations to optimize processes, improve service quality, and strengthen client confidence.
• Translate client expectations into operational plans and ensure consistent delivery within agreed SLAs.

Change Management & Continuous Improvement

• Identify structural inefficiencies, recurring issues, and gaps in the current operational setup.
• Develop comprehensive improvement plans and ensure their execution by coordinating across multiple teams.
• Standardize workflows, performance practices, and reporting models to create uniformity across all departments.
• Lead performance improvement and corrective action plans, ensuring teams follow through with measurable improvements.
• Train, coach, and mentor team leads and department heads to strengthen leadership capabilities and improve team performance.
• Ensure change management initiatives are executed smoothly, with clear communication and measurable results.

Required Experience

• 5+ years of similar experience in operations management, PMO, business performance, BPO, or shared services.
• Regularly interact with CEOs, VPs, Directors, and senior operational leadership.
• Overall Experience required 10+ years
• Strong background in logistics, transportation, freight, dispatch, warehousing, supply chain or Shipping line is highly preferred.
• Mandatory experience in BPO or outsourcing operations.
• Proven experience working closely with executive-level leadership (CEO, VP, Director) on operational updates, performance reviews, and strategic planning.
• Demonstrated ability in data-driven performance management, operational analysis, and process optimization.

Technical & Professional Skills

• Advanced skills in Microsoft Excel (pivot tables, dashboards, advanced formulas, data validation, automation).
• Strong expertise in PowerPoint and the ability to create professional, executive-level presentations.
• Experience working with data visualization and dashboard tools such as Power BI, Tableau, or similar platforms.
• Excellent command of written and spoken English to interact confidently with leadership and clients.
• Strong leadership presence with the ability to enforce performance standards, challenge teams, and drive accountability.
• Experience in workflow mapping, SLA monitoring, and performance metric design.
• Understanding of Indian Compliances, liasoning with govt officials,
• Leads organizational change by identifying inefficiencies, streamlining processes, driving performance improvements, and training teams for continuous growth.
• Act as the senior point of contact for performance escalation between the client and internal leadership.
• Regularly interact with CEOs, VPs, Directors, and senior operational leadership.
• Lead structured update meetings with upper management and client stakeholders.
• Provide recommendations and action plans to improve operational efficiency.

Personal Attributes

• Highly organized, structured, and methodical in managing tasks and priorities.
• Confident communicator and presenter, comfortable engaging with senior leadership.
• Analytical mindset with a sharp eye for detail and accuracy.
• Ability to manage multiple responsibilities and deadlines simultaneously.
• Comfortable conducting direct, honest, and sometimes difficult conversations to ensure performance alignment.

Educational Qualifications

• MBA (Operations / General Management preferred) OR Postgraduate degree in Management / Commerce / Business Analytics
• Additional certifications in Operations Management, Business Analytics, Lean, Six Sigma, PMO, or Supply Chain are an added advantage.

Employment Details

• Full-time, senior-level position with leadership responsibility across multiple operational departments.
• Salary bracket 20 Lacs-24 lacs depends upon candidate
• Comfortable working the night shift from 7:00 PM to 4:00 AM Indian time IST (8:30 AM to 5:30 PM EST), Monday to Friday, from the Gurgaon office. Willing to adjust timings as required based on project deadlines and business needs.
• Should be available on Saturday Sunday for the discussion meetings with management.
• Flexible to work on Indian holidays, with compensation, while observing the official Canadian holiday calendar
• Office-based role requiring daily coordination, supervision, and cross-functional interaction with all internal teams.
• Competitive compensation and benefits aligned with industry and market standards.
• Opportunity to work closely with executive leadership (CEO/VP/Directors) and influence company-wide operational strategies.
• Exposure to North American clients, providing international operational and communication experience.
• Growth-oriented environment with opportunities to lead new initiatives, build processes, and shape organizational performance frameworks.
• Stable, long-term role with responsibility for driving performance, governance, and operational excellence.
• Access to company resources, tools, and professional development support for continuous learning.
• Role requires a strong on-the-floor presence, active engagement with team managers, and direct oversight of performance execution.