Business Development Manager (BPO)

A. New Business Development

1. Identify and develop new BPO business opportunities in Malaysia and other potential markets.
2. Proactively approach potential clients through:

• Cold calling
• LinkedIn
• Email outreach
• Industry networking
• Business events
• Existing business networks
• Referrals
• Direct client visits

1. Build and maintain a strong pipeline of potential BPO clients.
2. Target companies that may outsource:

• Customer Service
• Call Center Operations
• Chat Support
• Email Support
• Technical Support
• After-sales Service
• Back-office Operations
• Data Processing
• Content Moderation
• Other customer operation functions

B. Client Acquisition

1. Identify decision-makers within target companies, including:

• CEO / Managing Director
• Head of Customer Service
• Head of Operations
• Procurement
• Vendor Management
• Customer Experience Director

2. Arrange meetings and business presentations with potential clients.

3. Understand clients’ operational requirements, manpower requirements, service expectations and budgets.

4. Prepare and present BPO service proposals.

5. Lead commercial negotiations and follow up with clients until contract signing.

6. Work closely with Operations, HR and Finance teams to ensure proposed solutions are commercially and operationally feasible.

C. BPO Solution Development

1. Understand the client’s business requirements and develop suitable outsourcing solutions.

2. Work with the Operations team to determine:

• Required manpower
• Working hours
• Shift arrangements
• Recruitment requirements
• Training requirements
• KPI / SLA requirements
• Technology requirements
• Operational costs

3. Prepare pricing proposals and commercial models.

4. Ensure that proposed pricing achieves the company’s required gross margin.

D. Account & Relationship Management

1. Maintain strong relationships with existing clients.
2. Identify opportunities to expand existing contracts.
3. Develop additional business opportunities, including:

• Additional manpower
• Additional projects
• New service lines
• New countries / locations

4. Ensure smooth handover from Sales to Operations after contract signing.

E. Market Development

1. Conduct regular market research on the BPO industry.

2. Monitor competitors, market pricing and outsourcing trends.

3. Identify industries with strong potential for BPO outsourcing.

4. Build a database of potential BPO clients.

5. Provide regular market intelligence and business development reports to management.

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3. Minimum Qualifications & Experience

Mandatory Requirements

1. Minimum 3 years of business development / sales experience in the BPO, Contact Center, Customer Service Outsourcing or related outsourcing industry.

2. Candidates must have actual experience acquiring BPO clients and selling outsourcing services to external companies.

3. Proven track record of generating new business and closing BPO contracts.

4. Strong understanding of the BPO business model, including:

* Manpower-based pricing

* Cost structure

* Gross margin

* SLA / KPI

* Recruitment and training costs

* Operational requirements

5. Strong sales negotiation and presentation skills.

6. Strong communication skills in English.

7. Able to independently develop leads and manage the entire sales cycle from prospecting to contract signing.

8. Strong business network and existing client contacts in Malaysia will be a significant advantage.

Preferred Experience

Candidates with experience selling BPO services to the following industries will be preferred:

• E-commerce
• Consumer Electronics
• Technology
• Telecommunications
• Financial Services
• Insurance
• Retail
• Logistics
• Travel & Hospitality
• Internet / Platform Companies
• Manufacturing