Director – Operations

Job Description:

Director – Operations

Job Summary:

The Director of Operations plays a crucial role in overseeing and managing the operational activities within the BPO (Business Process Outsourcing) industry. This position requires a dynamic individual with extensive experience in operational management, team leadership, client relationship management, and strategic planning. The Director of Operations will be responsible for driving operational excellence, optimizing processes, ensuring high-quality service delivery, and fostering a culture of continuous improvement.

Key Responsibilities:

Operational Leadership:

Provide strategic direction and leadership to the operational teams, ensuring alignment with the company's goals and objectives.

Oversee day-to-day operations, including resource allocation, workload management, and performance monitoring.

Develop and implement operational policies, procedures, and best practices to optimize efficiency and productivity.

Drive initiatives to enhance operational effectiveness, streamline workflows, and achieve cost efficiencies.

Client Management:

Serve as the primary point of contact for key clients, fostering strong relationships and understanding their business needs.

Collaborate with clients to identify opportunities for process improvement, innovation, and value-added services.

Ensure client satisfaction through proactive communication, timely issue resolution, and delivery of high-quality services.

Team Management and Development:

Provide strategic direction and leadership to the operational teams, overseeing a workforce of 800+ to ensure alignment with organizational goals and objectives.

Foster a culture of collaboration, accountability, and continuous learning within the operations department.

Set clear performance objectives, conduct regular performance evaluations, and identify opportunities for skill development and career advancement.

Performance Analysis and Reporting:

Monitor key performance indicators (KPIs) and operational metrics to assess performance, identify trends, and drive improvements.

Prepare regular reports and presentations for senior management, highlighting operational performance, challenges, and opportunities.

Utilize data-driven insights to make informed decisions and implement strategies for enhancing operational efficiency and effectiveness.

Risk Management and Compliance:

Ensure compliance with relevant industry regulations, standards, and client-specific requirements.

Identify and mitigate operational risks, implementing appropriate controls and processes to safeguard the business and its stakeholders.

Stay abreast of industry trends, emerging technologies, and best practices to maintain a competitive edge and drive innovation.

Qualifications:

Bachelor's degree in any field; MBA or equivalent preferred.

Proven experience (10+ years) in a senior leadership role within the BPO industry, with a strong track record of operational excellence and client satisfaction.

In-depth knowledge of International BPO operations, processes, and technologies, with a focus on customer service, outsourcing, and business process management.

Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams across multiple locations.

Strong analytical and problem-solving abilities, with a data-driven approach to decision-making and performance management.

Demonstrated ability to drive change, foster innovation, and adapt to evolving business needs and market dynamics.

Experience in managing client relationships, and driving business growth through client satisfaction and retention.

Excellent understanding on tools utilized for performance measurement, monitoring and evaluation.

Interview Mode:

In person or face to face (video call)

Selection Methodology:

General Aptitude Test

HR Screening

Operations and Leadership Discussion