Head of Operations - International BPO

Role & responsibilities

About the Role
We are looking for an accomplished and result-oriented Head of Operations to lead and drive large-scale International BPO operations. This leadership role will be responsible for overseeing end-to-end service delivery, client management, operational excellence, workforce productivity, and business profitability across multiple functions and processes.

The ideal candidate will bring extensive experience in managing large teams, delivering exceptional client outcomes, driving continuous improvement initiatives, and building high-performing leadership teams in a fast-paced international BPO environment.

Key Responsibilities
Strategic & Operational Leadership
- Lead and manage end-to-end operations across multiple international business processes.
- Oversee a workforce of 500+ employees, including Operations Managers, Team Leaders, Quality, Training, Workforce Management, and Support Functions.
- Develop and execute operational strategies aligned with business objectives and client expectations.
- Drive operational excellence through process optimization, automation, and continuous improvement initiatives.
- Ensure consistent achievement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and customer satisfaction goals.
Client & Stakeholder Management
- Serve as the primary escalation point and strategic partner for key client stakeholders.
- Conduct regular business reviews, operational performance discussions, and governance meetings.
- Build strong, long-term client relationships focused on service excellence and business growth.
- Proactively identify opportunities for account expansion, process enhancements, and value-added services.
- Ensure timely resolution of client concerns and escalations while maintaining high client satisfaction.
People Leadership & Talent Development
- Lead, mentor, and develop high-performing leadership teams across operations.
- Drive employee engagement, retention, succession planning, and leadership development initiatives.
- Foster a culture of accountability, collaboration, innovation, and performance excellence.
- Partner closely with HR and support functions on workforce planning, talent management, and organizational development.
Financial & Business Management
- Manage operational budgets, resource planning, forecasting, and cost optimization initiatives.
- Drive productivity improvements, operational efficiencies, and profitability.
- Monitor key business metrics including revenue, margins, attrition, shrinkage, utilization, and customer experience.
- Support business transitions, process migrations, and new client implementations.
Quality, Compliance & Governance
- Ensure adherence to company policies, client requirements, regulatory guidelines, and compliance standards.
- Drive quality assurance initiatives and continuous improvement programs.
- Oversee risk management, business continuity planning, and operational governance.
- Maintain audit readiness and ensure compliance with internal and external standards.
Reporting & Analytics
- Review operational dashboards, performance reports, and business metrics.
- Analyze trends and provide actionable insights to improve operational performance.
- Present business reviews, operational updates, and strategic recommendations to senior leadership and clients.
- Promote data-driven decision-making across the organization.
Key Performance Indicators (KPIs)
- SLA Achievement
- Customer Satisfaction (CSAT)
- Quality Scores
- Productivity & Utilization
- Revenue & Profitability
- Attrition & Retention
- Shrinkage Management
- Employee Engagement
- Client Satisfaction
- Compliance & Governance Metrics

Preferred candidate profile

Education
- Bachelor's Degree from a recognized university.
- MBA or equivalent postgraduate qualification preferred.
Experience
- 10+ years of experience in BPO Operations.
- Minimum 5 years in a senior leadership role managing large-scale operations.
- Proven experience managing a workforce of 500+ employees.
- Strong exposure to International Voice Processes and Customer Service Operations.
- Demonstrated success in client management, stakeholder engagement, and business growth initiatives.
Key Competencies
- Strategic Planning & Execution
- Business & Financial Acumen
- Client Relationship Management
- Operational Excellence
- Leadership & Team Development
- Workforce Management
- Process Improvement & Change Management
- Data Analytics & Decision Making
- Conflict Resolution & Problem Solving
- Strong Communication & Presentation Skills