Regional Operations Director

Job Title: Operations Director Job Summary: The Operations Director is responsible for overseeing end-to-end service delivery, ensuring operational excellence, client satisfaction, and profitability across all BPO programs. This role leads large-scale teams, drives performance against KPIs, and collaborates with cross-functional teams to optimize processes, improve efficiency, and support business growth.

Key Responsibilities: Operational Leadership:

- Lead and manage multiple BPO accounts/programs across functions. - Ensure delivery of high-quality services aligned with client SLAs, KPIs, and contractual obligations. - Drive continuous improvement initiatives.

Client Relationship Management:

- Act as the senior point of contact for key clients. - Build and maintain strong client relationships. - Conduct regular business reviews.

Performance & KPI Management:

- Monitor and analyze operational metrics. - Implement corrective actions. - Ensure teams consistently meet targets.

Financial Management:

- Manage P&L for assigned programs. - Drive cost optimization. - Oversee budgeting and forecasting.

Team Leadership & Development:

- Lead and develop managers and team leaders. - Build a high-performance culture. - Support hiring and succession planning.

Process Improvement & Innovation:

- Identify process gaps and implement solutions. - Drive automation and digital initiatives.

Compliance & Risk Management:

- Ensure adherence to policies and regulations. - Manage operational risks.

Qualifications:

- Bachelor’s degree in Business or related field. - MBA preferred. - 10–15+ years of BPO experience.

Skills:

- Leadership and people management - Client management - Analytical thinking - Financial acumen - Communication skills

KPIs:

- SLA achievement - Customer satisfaction - Employee engagement - Profitability

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