Division Head

20 hours ago

Mohali, Punjab, India Datasync Tech Full time ₹ 12,00,000 - ₹ 36,00,000 per year

One of our clients is setting up a dedicated BPO process in India to support sales and customer engagement operations. To lead this initiative, client is seeking an experienced Division Head / Director. The candidate should be from TriCity (Chandigarh, Mohali, Panchkula) region and should hold experience of working in large BPOs like Concentrix, eClerx, TelePerformance, Airtel, etc. especially in UK-process.

Role Overview:

The Division Head / Director will be responsible for building, leading, and scaling their India-based BPO operations. This is a senior leadership role with end-to-end accountability across process setup, people management, service, compliance, and technology enablement. The ideal candidate will have 15+ years of BPO industry experience, with a strong track record of managing UK-based clients and processes.

This role requires a visionary leader with both strategic oversight and hands-on execution capabilities to ensure a smooth kickstart and sustainable growth of the India operations.

Key Responsibilities:

  1. Process Setup & Strategy:

  2. Define and implement the operating model for clients India BPO division, aligned with UK business requirements.

  3. Lead the setup of infrastructure, tools, technology platforms, and workflows to ensure seamless operations.

  4. Establish governance frameworks, SOPs, SLAs, and KPIs for UK processes.

  5. Client Engagement & Delivery:

  6. Act as the primary leadership interface for clients UK headquarters and clients.

  7. Ensure consistent, high-quality delivery of inbound, outbound, and chat support services.

  8. Monitor and continuously improve service levels, customer satisfaction (CSAT), and first-call resolution (FCR).

  9. People Leadership & Talent Management:

  10. Build and scale the India team, starting from an initial 5-member setup to larger headcount as business grows.

  11. Recruit, train, and mentor team members to align with client's standards of excellence.

  12. Foster a culture of accountability, performance, and British English communication fluency.

  13. Operations & Compliance:

  14. Oversee day-to-day operations across shifts (including UK business hours and extended evening support).

  15. Ensure compliance with UK data protection regulations, including GDPR standards.

  16. Manage risks, escalations, and ensure business continuity planning (BCP/DR).

  17. Growth & Transformation:

  18. Identify opportunities for process automation, efficiency, and digital enablement.

  19. Scale operations based on business demand and evolving UK market requirements.
  20. Provide regular business reporting, financial forecasting, and operational insights to their leadership team.

Required Qualifications & Experience

  • 15+ years of experience in the BPO/Call Centre industry, with significant exposure to UK-based client processes.
  • Proven leadership experience at a Division Head, Director, or Senior Delivery Leader level.
  • Strong expertise in setting up new processes from scratch – including people, tools, and governance.
  • Demonstrated ability to manage end-to-end P&L responsibility and drive operational excellence.
  • In-depth knowledge of UK customer expectations, compliance frameworks, and cultural nuances.
  • Experience in sales operations and customer engagement processes is highly desirable.
  • Strong stakeholder management, communication, and problem-solving skills.

Key Competencies

  • Strategic vision with execution focus
  • Strong leadership & team-building capabilities
  • Excellent communication in British English
  • Results-driven and client-focused mindset
  • Ability to scale and transform operations in a fast-growing environment

Work Location & Shifts

  1. Location: India (with flexibility to travel to UK HQ when required)
  2. Shifts: 9:00 AM – 6:00 PM BST Role & responsibilities

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