Role Title: General Manager Operations

Job Location: Nagpur

Shift Time: US time zone

Experience Required: 4+ Years

Position Overview:

We are seeking an experienced Operations Head / Delivery Head with over 4+ years of experience in the BPO industry, specializing in international markets, particularly the US market. The candidate will be responsible for leading large scale operations, ensuring high service delivery standards, optimizing performance metrics, and driving operational excellence across multiple processes and teams. The role requires strong leadership, strategic planning, stakeholder management, and expertise in managing US-based clients, SLAs, KPIs, and large operations teams.

Key Responsibilities:

1. Operations Management

- Lead end-to-end BPO delivery operations for US-based clients.
- Manage multiple processes, teams, and operational units.
- Ensure achievement of SLAs, KPIs, and client deliverables

2. Client & Stakeholder Management

- Act as the primary point of contact for international clients (US market).
- Conduct regular business reviews and performance discussions with clients.
- Build solid relationships to drive client satisfaction and account grow

3. Team Leadership

- Lead and mentor Operations Managers, Team Leaders, and support functions.
- Manage large teams across shifts and ensure productivity and engagement.
- Drive a high-performance culture.

4. Process Improvement & Strategy





- Identify opportunities for process optimization, automation, and efficiency improvements.
- Implement Lean, Six Sigma, and best practices for operational excellence.
- Develop and execute operational strategies aligned with company goals.

5. Performance Management

- Monitor operational metrics such as AHT, CSAT, FCR, Quality, Productivity, and Attrition.
- Develop action plans to improve performance and maintain quality standards.

6. Financial & Resource Management

- Manage P&L;, budgeting, forecasting, and cost optimization.
- Ensure optimal utilization of resources and workforce planning.

7. Compliance & Quality Assurance

- Ensure adherence to industry compliance, security standards, and internal policies.
- Maintain quality benchmarks and regulatory compliance.

Key Skills & Competencies:

- Strong experience in BPO Operations & Delivery Management
- Expertise in US market processes
- Client relationship management
- Strategic planning and execution
- Team leadership and people management
- Strong understanding of SLA/KPI management
- Process improvement methodologies (Lean / Six Sigma preferred)
- Excellent communication and stakeholder management skills

Educational Qualification:

- Bachelor’s Degree in Business Administration, Management, or related field
- MBA or equivalent qualification preferred from T1 or T2 college or university only

📌 General Manager Operations (Nagpur)
🏢 INFIZONS SOLUTIONS
📍 Nagpur