Regional Operations Director

Job Title: Operations Director
Job Summary:
The Operations Director is responsible for overseeing end-to-end service delivery, ensuring operational excellence, client satisfaction, and profitability across all BPO programs. This role leads large-scale teams, drives performance against KPIs, and collaborates with cross-functional teams to optimize processes, improve efficiency, and support business growth.

Key Responsibilities:
Operational Leadership:

• Lead and manage multiple BPO accounts/programs across functions.
• Ensure delivery of high-quality services aligned with client SLAs, KPIs, and contractual obligations.
• Drive continuous improvement initiatives.

Client Relationship Management:

• Act as the senior point of contact for key clients.
• Build and maintain strong client relationships.
• Conduct regular business reviews.

Performance & KPI Management:

• Monitor and analyze operational metrics.
• Implement corrective actions.
• Ensure teams consistently meet targets.

Financial Management:

• Manage P&L for assigned programs.
• Drive cost optimization.
• Oversee budgeting and forecasting.

Team Leadership & Development:

• Lead and develop managers and team leaders.
• Build a high-performance culture.
• Support hiring and succession planning.

Process Improvement & Innovation:

• Identify process gaps and implement solutions.
• Drive automation and digital initiatives.

Compliance & Risk Management:

• Ensure adherence to policies and regulations.
• Manage operational risks.

Qualifications:

• Bachelor’s degree in Business or related field.
• MBA preferred.
• 10–15+ years of BPO experience.

Skills:

• Leadership and people management
• Client management
• Analytical thinking
• Financial acumen
• Communication skills

KPIs:

• SLA achievement
• Customer satisfaction
• Employee engagement
• Profitability