Designation – Director of OperationsLocation: BangaloreShift: US ShiftsDomain: International BPO / ITES – Banking/TelecomRole OverviewWe are looking for an experienced Director of Operations to lead large-scale international BPO operations, with a strong background in the banking and telecom domain. The role involves managing multiple client accounts, driving operational performance, developing leadership teams, and ensuring consistent delivery against business objectives and client commitments.Key ResponsibilitiesLead end-to-end operations for international BPO programs, preferably within the banking /telecom domain.Oversee multiple client accounts, ensuring adherence to contractual obligations, SLAs, quality standards, productivity, and customer satisfaction metrics.Lead and develop Senior Managers, Operations Managers, and large teams across multiple processes and shifts.Drive operational excellence through process improvements, cost optimisation, capacity planning, and resource utilisation.Manage workforce planning, staffing forecasts, recruitment, onboarding, training, and ramp-up requirements.Build strong relationships with international clients and internal stakeholders, ensuring effective communication and timely resolution of escalations.Monitor key performance indicators, identify operational gaps, and implement corrective and preventive measures.Develop and maintain SOPs, process documentation, governance frameworks, and audit compliance standards.Collaborate with business and support functions on client requirements, Statements of Work (SOWs), contractual deliverables, and new business initiatives.Lead teams in a dynamic, fast-paced environment, demonstrating strong decision-making, accountability, and people leadership.Qualifications and ExperienceGraduate in any discipline, with a minimum of 15 years of formal education.Minimum 10 years of management experience, with a demonstrated track record in senior operations leadership.Strong experience in international BPO/ITES operations, with banking and telecom domain experience preferred as a key requirement.Proven experience managing large teams, multiple client accounts, and senior operations leaders.Strong understanding of SLAs, operational metrics, workforce management, quality, productivity, and cost control. Experience handling client escalations, operational governance, process transitions, and continuous improvement initiatives. Excellent communication, stakeholder management, analytical, and problem-solving skills.Ability to work Bangalore-based US shifts and manage international client expectations.Ideal CandidateA strategic and hands-on operations leader with strong banking and telecom BPO expertise, experience managing large-scale international operations, and the ability to drive operational efficiency, client satisfaction, and business growth.Sourced from naukri
