Sr General Manager Operations

This position is responsible for leading and managing multi-process BPO operations to deliver exceptional service performance client satisfaction and operational excellence. This role drives strategic execution ensures service delivery compliance and builds a high-performance culture aligned to client and organizational goals.

Key Responsibilities:

1. Strategic Leadership

• Lead overall service delivery and operational performance for assigned business units and client accounts.
• Develop and execute operational strategies that align with company goals client requirements and growth objectives.
• Translate business vision into measurable action plans for teams across sites.
• Identify opportunities for process improvement automation and efficiency gains.

2. Client Relationship Management

• Act as the primary operational contact for key clients.
• Build strong trust-based partnerships with clients through transparent communication and consistent delivery.
• Anticipate client needs and proactively offer solutions to improve satisfaction and retention.

3. Operational Delivery & Performance Management

• Ensure achievement of all contractual SLAs/KPIs.
• Oversee workforce management capacity planning and forecasting to optimize staffing and costs.
• Monitor process health through dashboards root-cause analysis and performance governance.
• Drive continuous improvement initiatives leveraging Lean Six Sigma or automation practices.

4. People Leadership & Development

• Lead large multi-layered teams.
• Build a culture of accountability ownership and service excellence.
• Partner with HR and L&D to improve attrition engagement and talent development metrics.
• Coach and mentor next-level leaders for succession readiness.

5. Financial & Commercial Management

• Own P&L for assigned business units; manage revenue cost and profitability targets.
• Review and approve budgets resource allocation and cost optimization initiatives.
• Support pricing contract renewals and new business transitions in partnership with finance and business development.

6. Transition & Transformation

• Oversee smooth transitions of new processes or clients into operations.
• Partner with implementation and IT teams to ensure seamless knowledge transfer and ramp-up.
• Drive digital transformation and automation adoption to enhance customer experience and efficiency.

7. Governance & Compliance

• Ensure compliance with company policies client requirements and regulatory standards.
• Maintain operational risk controls and data security protocols.

Qualifications :

Qualifications & Experience:

• Bachelors degree in Business Administration Operations Management or related field
• 12 years of total BPO / contact center experience with at least 3 years in a senior operational leadership role
• Experience managing multi-client operations preferred
• Domain expertise in Utilities desirable
• Certification in Lean Six Sigma is an advantage

Required Skills & Competencies:

• Strong operational leadership in large-scale BPO / contact center environments
• Proven client management and stakeholder communication skills
• Analytical and data-driven decision-making approach
• Strong understanding of workforce management quality and performance metrics
• Exposure to Lean Six Sigma or continuous improvement methodologies
• Excellent people management coaching and motivational skills
• Financial acumen with P&L management experience
• High adaptability and crisis management ability

Remote Work :

No

Employment Type :

Full-time