Operations Manager – BPO Delivery & Growth

About the Role:

We are seeking a dynamic and results-driven Operations Manager to lead end-to-end delivery for one or more BPO programs. This role demands a strategic thinker with hands-on expertise in resource planning, client relationship management, P&L ownership, and scaling operations through structured ramp-ups. The ideal candidate will be a strong people leader, commercially astute, and passionate about operational excellence.

Key Responsibilities:

Operational Leadership & Delivery

• Drive day-to-day operations across multiple BPO programs, ensuring SLAs, KPIs, and quality metrics are consistently met or exceeded.
• Implement governance frameworks for performance tracking, escalation management, and continuous improvement.
• Lead root cause analysis and corrective action planning for operational gaps.

Resource & Workforce Management

• Forecast, plan, and optimize workforce capacity across shifts and geographies.
• Collaborate with WFM and recruitment teams to ensure timely hiring, onboarding, and training.
• Monitor productivity, shrinkage, and utilization to maximize efficiency.

Client Engagement & Relationship Management

• Serve as the primary point of contact for client stakeholders, ensuring transparency, trust, and alignment on goals.
• Lead QBRs, performance reviews, and strategic planning sessions with clients.
• Translate client feedback into actionable operational improvements.

P&L Ownership & Financial Governance

• Own the P&L for assigned programs, ensuring profitability through cost control, revenue optimization, and margin management.
• Track and report on financial performance, variance analysis, and budget adherence.
• Partner with finance and commercial teams on pricing, billing, and contract renewals.

Ramp-Ups & Growth Enablement

• Lead operational readiness for new business transitions, expansions, and seasonal ramp-ups.
• Design scalable SOPs, training plans, and knowledge transfer frameworks.
• Collaborate with cross-functional teams (HR, IT, Facilities) to ensure infrastructure and support readiness.

Qualifications & Experience:

• 812 years of BPO experience, with at least 3 years in an Operations Manager or equivalent leadership role.
• Proven track record in managing large teams (100+ FTEs) across voice/non-voice processes.
• Strong understanding of P&L levers, workforce planning, and client governance.
• Experience in ramping up new programs or geographies is highly desirable.
• Excellent communication, stakeholder management, and analytical skills.
• Proficiency in MS Excel, PowerPoint, and operational dashboards; knowledge of WFM tools is a plus.

What We Offer:

• A high-impact leadership role with visibility across global clients and senior leadership.
• Opportunities to drive transformation, innovation, and growth.
• A collaborative, performance-driven culture with a focus on continuous learning.