Job description
Lemonpeak is looking for a strategic and execution-driven senior leader to head our BPO Division. This role reports directly to leadership and is responsible for P&L ownership, revenue growth, client expansion, operations, quality, and large-scale people management across multi-site teams.
This is a rare opportunity to operate like an entrepreneur inside the organization — you will have the autonomy and ownership to build, expand, and lead the entire BPO business unit end-to-end while shaping Lemonpeak’s next phase of growth.
🔑 Key Responsibilities
1. P&L & Revenue Ownership
- Own the complete P&L for the BPO division.
- Deliver consistent month-over-month revenue and profit growth.
- Improve financial efficiency through strong operational and cost controls.
- Lead annual planning, budgeting, forecasting, and performance reviews.
2. Operations Leadership
Oversee day-to-day delivery across Chennai & Noida teams.Lead sales, customer support, retention, QA, training, WFM, and delivery operations.Build scalable systems, automation, and SOPs to increase efficiency and reduce errors.Ensure all operational KPIs are consistently achieved.3. Business Development & Client Expansion
Bring in new clients and open new verticals aligned with Lemonpeak’s capabilities.Grow existing accounts through upsells, expansions, and improved delivery performance.Act as the senior point of contact for U.S. clients across telecom, internet services, and support processes.4. Quality & Governance
Strengthen QA frameworks, audits, and compliance systems.Reduce escalations, cancellations, and chargebacks through continuous improvement.Oversee training, coaching, and capability-building initiatives.5. People Leadership
Lead, mentor, and inspire large teams across multiple locations.Work closely with HR to enhance culture, retention, and leadership development.Build a strong succession pipeline of Team Leads, Managers, and functional heads.Promote transparency, accountability, and a performance-driven environment.6. Strategy & Execution
Translate organizational vision into operational strategy and on-ground execution.Drive quarterly OKRs and ensurecross-functional alignment.
Adopt automation tools and AI-driven initiatives to scale faster.Build a solid operational foundation for long-term growth.🎯 Requirements
15+ years of BPO / Call Center leadership experience, with at least 10 years in senior management.Proven track record of P&L ownership, revenue growth, and scaling operations.Experience managing 200+ seat operations across multi-site environments.Strong exposure to U.S. client processes (telecom, sales, support, retention, etc.).Demonstrated success in business development and client expansion.Excellent leadership, communication, and stakeholder management skills.Deep understanding of quality systems, compliance, and delivery governance.Must be based in Chennai and comfortable with a hands-on, in-office leadership role.⭐ Preferred Skills
Experience in high-volume sales or customer support environments.Familiarity with AI-driven operations and CRM automation.Strong analytical and decision-making capabilities.Ability to scale teams quickly while maintaining strong quality outcomes.