About the Role

Are you a strategic operational leader with a strong track record in managing external service providers and driving operational excellence within a shared services environment? We are seeking a highly capable Regional BPO Manager to take ownership of all contractual and performance aspects of our Business Process Outsourcing (BPO) and Shared Service Centre (SSC) partners.

In this strategic management role, you will act as the vital bridge between our regional business stakeholders and our external BPO service provider across multiple outsourced process streams. While functional Tower Leads manage day-to-day process execution, you will ensure our BPO partners deliver against contractual commitments, achieve financial efficiency targets, maintain high customer satisfaction, and execute seamless process transitions.

Key Responsibilities

- Contract & Commercial Management: Manage and coordinate all aspects of the BPO partner contract for the region. Oversee invoicing, timesheets, FTE approvals, volume modifications, service onboarding, and the tracking of contractual cost savings.
- Relationship & Governance Ownership: Serve as the primary operational contact between internal regional business leadership and service provider management, driving alignment and acting as the escalation point for issue resolution.
- Performance Management: Implement and maintain performance management frameworks using contractual KPIs and SLAs to ensure alignment with organizational benchmarks.
- Regional Service Reviews: Lead regular Regional Service Reviews covering performance evaluations, issue mitigation, and future continuous improvement initiatives across all regional markets.
- Transition Management: Oversee the onboarding and implementation of newly outsourced process workstreams into standard Business-As-Usual (BAU) operations.
- Change Governance:



Develop and execute the formal change note approval process for contractual and scope updates.
- Customer Satisfaction & Insights: Implement periodic internal customer satisfaction survey processes, translating stakeholder feedback into joint action plans with service providers to address operational gaps.
- Financial & Budgetary Control: Manage annual and in-year financial budgets for shared service operations, ensuring partner costs accurately reflect productivity gains, scope shifts, and volume changes.
- Risk & Quality Framework: Establish risk and control processes governing vendor activities while championing standard process documentation across provider teams.

Role Deliverables

- Outsourced process operations delivered consistently within contractually agreed KPIs and SLAs.
- Measurable productivity and efficiency savings achieved through structured process improvements.
- Transparent, budget-aligned service provider costs reflecting volume dynamics, expanded scope, and savings targets.
- Successful execution of the annual Customer Satisfaction Survey process with transparent action plans implemented.

Required Skills and Experience

- Outsourcing Expertise: Proven experience in managing complex, large-scale outsourced process operations across multi-location environments.
- Performance Management: Track record of developing, monitoring, and driving vendor performance using structured KPI and SLA frameworks.
- Process Transformation: Demonstrated ability to deliver process efficiency and continuous improvement initiatives through SSC and BPO models.
- Financial & Commercial Acumen: Hands-on experience developing and managing operational budgets, complex commercial contracts, and vendor change notes.
- Functional Knowledge: Practical working knowledge of core Finance and HR process flows.
- Stakeholder & Negotiation Skills: Excellent negotiation and bridge-building capabilities with the ability to translate complex process problems into clear, actionable, high-impact strategies for internal leadership and external partners.

📌 Regional BPO Manager (Chennai)
🏢 G4S
📍 Chennai