Operations Manager

About the role

We are seeking a highly experienced Operations Manager with a strong focus on client relationship management, account management, and service delivery within the BPO industry. The ideal candidate will serve as the primary point of contact for assigned clients, ensuring strong business relationships, consistent service delivery, and alignment between client expectations and operational performance. This role requires a strategic, client-facing professional who can manage stakeholder relationships, oversee account performance, resolve escalations, and identify opportunities for account growth and long-term partnerships.

Key responsibilities

• Serve as the primary point of contact for assigned local and international clients
• Build and maintain strong relationships with key client stakeholders and decision-makers
• Conduct regular business reviews, performance meetings, and strategic discussions with clients
• Understand client business objectives and translate requirements into actionable operational strategies
• Manage client expectations, concerns, escalations, and service-related issues
• Oversee account performance to ensure compliance with contractual service-level agreements (SLAs) and key performance indicators (KPIs)
• Collaborate with internal Operations, Workforce Management, Quality Assurance, Training, and HR teams to meet client expectations
• Identify opportunities for account expansion, additional services, and business growth within existing client relationships
• Act as the escalation point for critical client concerns and operational challenges
• Prepare and present operational performance reports, business reviews, and improvement initiatives

About you

• Bachelor's degree in Business Administration, Management, or a related field
• At least 5 years of experience in the BPO industry, with 2–3 years in an Operations Manager, Account Manager, Client Services Manager, or equivalent leadership role
• Strong experience in client-facing account management within the BPO industry is required
• Proven track record of managing client relationships, service delivery, and account performance
• Experience handling international clients, particularly US, Australian, or UK accounts, is preferred
• Strong understanding of BPO operations, SLAs, KPIs, and performance management
• Experience conducting client business reviews, stakeholder meetings, and escalation management
• Ability to manage multiple client accounts and competing business priorities
• Excellent communication, presentation, negotiation, and relationship-building skills
• Strong leadership, analytical, and problem-solving abilities