General Manager - BPO

We are hiring a

General Manager Operations

We are looking for a seasoned executive to lead KPO Operations Center in India. The center would be part of a larger global organization, proficient in providing both voice and non-voice functions. The executive would be in charge of the operations from the ground up and handle all aspects of operations ensuring high-quality service delivery, operational efficiency, and strategic growth. This role would primarily entail managing daily operations, mentoring teams, aligning processes with global business objectives and strategic initiative, handling budget and financial prudence and ensuring security and compliances adherences.

About thinkbridge

thinkbridge is how growth-stage companies can finally turn into tech disruptors. They get a new way there with world-class technology strategy, development, maintenance, and data science all in one place. We enable visionaries and innovators to go from idea to software fast, to iterate, and innovate quickly. With our proprietary accelerated software development methodology, we help our customers go from Product Vision to Working Software at the speed of thought. We innovate so that our customer dont have to choose between cost, quality or speed. We help eliminate friction and go to market quickly without the cost-quality-speed compromise. Its all about challenging yourself while you challenge small thinking.

thinkbridge is a place where you can:

1. Think bigger because you have the time, opportunity, and support it takes to dig deeper and tackle larger issues.
2. Move faster because youll be working with experienced, helpful teams who can guide you through challenges, quickly resolve issues, and show you new ways to get things done.
3. Go further because you have the opportunity to grow professionally, add new skills, and take on new responsibilities in an organization that takes a long-term view of every relationship.

thinkbridge.. theres a new way there

We live by five core values: Outcomes, Quality, Accountability, Communication and Care. This role embodies all five - you'll own outcomes, maintain high technical standards, and communicate effectively across all levels.

What Is Expected of You

As the leader of the India KPO Operations Center, you will be responsible for building, refining, and continuously improving operations to align with global standards while driving efficiency, scalability, and strategic growth.

Operational Leadership & Process Excellence

• Evaluate existing processes, identify gaps, and implement improvements or structural changes where required.
• Establish, refine, and continuously enhance operational frameworks, workflows, and performance benchmarks.
• Ensure seamless integration with global teams, aligning local operations with global policies and best practices.
• Drive automation, optimization, and efficiency initiatives to elevate service quality and reduce operational friction.

Strategic Execution & Growth Enablement

• Develop and execute a scalable operational roadmap aligned with global objectives.
• Proactively identify opportunities to strengthen service lines, expand capabilities, and enhance revenue contribution.
• Adapt operating models to evolving business needs, ensuring agility and long-term sustainability.

Talent & Workforce Optimization

• Build and structure a high-performing team with the right talent mix and scalable workforce planning.
• Strengthen onboarding, training, and capability-building programs to ensure consistent performance outcomes.
• Foster a performance-driven culture with clear accountability, engagement, and retention strategies.

Financial & Operational Efficiency

• Drive cost optimization through process improvements, automation, and workforce pyramid balancing.
• Align hiring, training, and operational investments with financial goals to ensure sustainable growth.

Governance, Compliance & Risk Control

• Ensure strict adherence to regulatory, compliance, and data security standards.
• Establish governance frameworks that proactively identify risks and safeguard operational continuity.

Stakeholder Alignment & Continuous Improvement

• Partner closely with global leadership to maintain strategic alignment.
• Provide actionable insights and performance reporting to enable data-driven decisions.
• Champion a culture of continuous improvement challenging the status quo and evolving processes as needed.

Requirements:

Must Have Experience:

• 12+ years in KPO operations, Shared Services with a proven track record in setting up and scaling large teams within a multinational environment.
• Leadership: Strong ability to manage large-scale teams, drive operational excellence, and optimize financial performance.
• Financial Acumen: Expertise in budgeting, cost control, financial planning, and workforce cost optimization.
• Client & Market Understanding: Experience working with international clients, particularly in the US, GCC, and Europe.
• Strong knowledge of the local talent market, including hiring trends, workforce availability, and competitive compensation structures to attract and retain top talent.
• Analytical & Decision-Making: Strong problem-solving, data-driven decision-making, and process optimization skills.
• Communication & Collaboration: Ability to interact with global stakeholders and work effectively across time zones.
• Adaptability: Thrives in a fast-paced, evolving business environment while ensuring seamless execution

Good to have:

• Exposure to Digital Transformation & Automation: Experience implementing AI-driven automation, RPA (Robotic Process Automation), and process optimization tools in a BPO environment.
• Understanding of Pricing Models & Contract Negotiation: Exposure to outsourcing pricing strategies, margin optimization, and contract structuring with global clients.
• Experience with Global Compliance Standards: Knowledge of GDPR, HIPAA, SOC 2, and ISO standards related to BPO operations.
• Lean & Six Sigma Certification: Formal training in process improvement methodologies to drive operational efficiency.
• Experience with Shared Services Model: Background in managing global shared services or captive centers to ensure standardization across multiple geographies.

Our Flagship Policies and Benefits:

• Onsite Role Pune
• Medical Insurance
• Gratuity