Director - Operations - BPO/KPO
Posted 2 months ago
Posted 2 months ago
Director Operations
Job Summary:
- Lead and oversee daily operations across Verification, Delivery Management, Customer Service, and Call Center teams, ensuring excellence in service quality, operational efficiency, and client satisfaction.
- Collaborate closely with cross-functional teams, clients, and external partners to drive alignment and operational success.
- Leverage data-driven insights to monitor and analyze performance metrics, SLAs, and KPIs, using findings to optimize workflows, enhance productivity, and improve resource allocation.
- Support and lead the establishment of new business verticals and geographies, including the development of SOPs, hiring strategies, and process frameworks to enable scalable and efficient operations.
Key Areas:
- Experience in operations leadership, preferably in verification, compliance, or shared services industries. KPO or Financial services experience.
- Proven experience in managing large-scale call centre or KPO, BPO operations.
- Strong command over numbers and comfort with dashboards, KPIs, and process metrics.
- Experience in new business setup, particularly in international or cross-functional environments, is a plus
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