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Oversee day-to-day delivery of services across multiple programs or locations.
Ensure SLA/KPI adherence, process compliance, and performance consistency.
Lead capacity planning, forecasting, and resource optimization for assigned accounts.
Serve as the senior operational contact for client leadership.
Drive strong governance through regular reviews, insights, and performance updates.
Build long-term client trust and partnership to support operational stability and account longevity.
Identify and pursue upsell, cross-sell, and base growth opportunities within existing accounts.
Collaborate with Sales, Solutions, and Finance teams to prepare proposals, SOWs, and pricing.
Present operational enhancements and value-added solutions that can drive additional revenue.
Influence contract extensions and renewals through strong performance and relationship-building.
Track revenue performance and support achievement of quarterly/annual growth targets.
Manage and mentor Operations Managers, Supervisors, and support teams.
Implement effective performance management, training, and engagement strategies.
Drive culture-building initiatives and ensure alignment with organizational values.
Ensure adherence to process controls, compliance standards, and audit requirements.
Partner with Quality and Training to drive continuous improvement in service delivery.
Monitor risk indicators and implement mitigation strategies proactively.
Champion Lean, Six Sigma, automation, and digital transformation initiatives.
Identify process gaps and reduce inefficiencies through structured improvement plans.
Lead pilots, transitions, and adoption of new technologies where applicable.
Support P&L management for assigned accounts through cost control and productivity improvements.
Track operational budgets, headcount planning, and cost-saving initiatives.
Drive margin improvement and financial sustainability of accounts.
Bachelor’s degree required; MBA preferred.
10–15+ years in BPO operations with at least 5 years in a senior leadership role.
Proven success in client management and cross-functional collaboration.
Experience identifying and driving revenue growth or account mining initiatives.
Strong understanding of operational metrics, automation, and quality frameworks.
Excellent communication, executive presence, and influencing skills.
Strong analytical and business acumen, especially relating to revenue and cost drivers.
Ability to identify growth opportunities and convert them into business wins.
Expertise in performance management, WFM, and continuous improvement tools.
Strong stakeholder management and negotiation capabilities.
SLA/KPI performance achievement
Client satisfaction (CSAT/NPS)
Revenue growth, base growth, and upsell success
Operational efficiency metrics (AHT, utilization, shrinkage, etc.)
Attrition and employee engagement scores
Cost management and margin improvement
Delivery of automation/CI initiatives
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