DIRECTOR OF OPERATION JOB DESCRIPTION

Job Title: Director – BPO Operations

Location: Chennai

Reports To: Vice President

Department: Operations

Role Summary

We are seeking a dynamic and results-driven Director of BPO Operations to lead our operational strategy, client delivery, and transformation initiatives. This role partners directly with the VP to execute the company’s vision, drive operational excellence, and lead high-performing teams across multiple business units.

The ideal candidate is a strategic thinker, a decisive leader, and a robust influencer who can align teams around key priorities, communicate effectively with clients, and ensure delivery excellence across all operations.

Key Responsibilities

Operational Leadership

- Oversee end-to-end BPO operations across multiple lines of business, ensuring SLAs, quality, and client satisfaction targets are consistently met.
- Translate corporate strategy into actionable operational goals and performance metrics.
- Quickly assess project status through precise, high-value questioning and data-driven insights.
- Drive efficiency, accuracy, and process discipline across delivery functions.

Client & Stakeholder Management

- Serve as the primary escalation and relationship point for key clients.
- Communicate expectations clearly and ensure consistent delivery against commitments.
- Build trusted partnerships through proactive engagement, transparency, and accountability.
- Close client feedback loops swiftly with clear action ownership.

Leadership & People Development

- Inspire and influence large,



diverse teams to deliver business outcomes.
- Build a culture of ownership, accountability, and high performance.
- Coach senior managers and VPs to think strategically and execute effectively.
- Identify and develop emerging talent for future leadership roles.

Change Management & Transformation

- Drive company-wide initiatives and align teams with the CEO’s strategic vision.
- Lead operational transformation, automation, and process improvement programs.
- Champion adoption of new tools, systems, and operating models across the organization.
- Track, measure, and communicate progress and impact of key initiatives.

Governance, Risk, and Compliance

- Ensure compliance with all operational, financial, and regulatory requirements.
- Manage budgets, P&L; performance, and cost optimization.
- Maintain strong governance frameworks and audit readiness.
- Identify and mitigate operational risks proactively.

Key Skills & Competencies

- Strategic and Analytical Thinking: Ability to quickly understand business performance with minimal inputs and make informed decisions.
- Operational Excellence: Deep understanding of BPO operations, performance metrics,



and process improvement methodologies (Lean/Six Sigma preferred).
- Influential Leadership: Inspires and drives large teams toward shared goals; builds alignment across cross-functional groups.
- Client Relationship Management: Strong communicator who manages expectations confidently and builds long-term partnerships.
- Change Leadership: Proven experience driving organizational transformation and team adoption of new processes or technologies.
- Executive Communication: Exceptional clarity, presence, and precision in leadership and client discussions.
- Financial Acumen: Strong command of operational budgets, cost structures, and P&L; ownership.
- Innovation Mindset: Continuously seeks opportunities to enhance efficiency through automation, analytics, or workflow optimization.

Qualifications

- Bachelor’s or Master’s degree in Business Administration, Operations Management, or a related field.
- 12–18 years of progressive experience in BPO / Shared Services Operations, with at least 5 years in a senior leadership role.
- Proven track record of leading multi-site operations, managing large teams, and delivering strong client outcomes.
- Certifications in Lean, Six Sigma, or Project Management are a plus.

Success Traits

- Strategic yet hands-on mindset.
- Influential communicator with executive presence.
- Strong problem solver who thrives in fast-paced, evolving environments.
- Passionate about building teams, driving accountability, and delivering excellence.

📌 Director Record To Report (Chennai)
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📍 Chennai