Operations Manager - BPO Delivery & Growth

About the Role : We are seeking a dynamic and results-driven Operations Manager to lead end-to-end delivery for one or more BPO programs. This role demands a strategic thinker with hands-on expertise in resource planning, client relationship management, P&L ownership, and scaling operations through structured ramp-ups. The ideal candidate will be a strong people leader, commercially astute, and passionate about operational excellence.

Key Responsibilities :

Operational Leadership & Delivery

Drive day-to-day operations across multiple BPO programs, ensuring SLAs, KPIs, and quality metrics are consistently met or exceeded.

Implement governance frameworks for performance tracking, escalation management, and continuous improvement.

Lead root cause analysis and corrective action planning for operational gaps.

Resource & Workforce Management

Forecast, plan, and optimize workforce capacity across shifts and geographies.

Collaborate with WFM and recruitment teams to ensure timely hiring, onboarding, and training.

Monitor productivity, shrinkage, and utilization to maximize efficiency.

Client Engagement & Relationship Management

Serve as the primary point of contact for client stakeholders, ensuring transparency, trust, and alignment on goals.

Lead QBRs, performance reviews, and strategic planning sessions with clients.

Translate client feedback into actionable operational improvements.

P&L Ownership & Financial Governance

Own the P&L for assigned programs, ensuring profitability through cost control, revenue optimization, and margin management.

Track and report on financial performance, variance analysis, and budget adherence.

Partner with finance and commercial teams on pricing, billing, and contract renewals.

Ramp-Ups & Growth Enablement

Lead operational readiness for new business transitions, expansions, and seasonal ramp-ups.

Design scalable SOPs, training plans, and knowledge transfer frameworks.

Collaborate with cross-functional teams (HR, IT, Facilities) to ensure infrastructure and support readiness.

Qualifications & Experience :

8–12 years of BPO experience, with at least 3 years in an Operations Manager or equivalent leadership role.

Proven track record in managing large teams (100+ FTEs) across voice / non-voice processes.

Strong understanding of P&L levers, workforce planning, and client governance.

Experience in ramping up new programs or geographies is highly desirable.

Excellent communication, stakeholder management, and analytical skills.

Proficiency in MS Excel, PowerPoint, and operational dashboards; knowledge of WFM tools is a plus.

What We Offer :

A high-impact leadership role with visibility across global clients and senior leadership.

Opportunities to drive transformation, innovation, and growth.

A collaborative, performance-driven culture with a focus on continuous learning.