Director-Operations

The Director of Operations provides strategic and operational leadership to drive organizational excellence, optimize performance, and deliver superior client outcomes within a dynamic BPO environment.

Strategic Leadership & Business Growth

• Develop and execute operational strategies aligned with corporate goals to enhance
profitability, scalability, and client satisfaction.
• Identify and pursue growth opportunities through new lines of business, service expansion, and
strategic partnerships.
• Contribute to the organization’s long-term strategic planning and decision-making through
data-driven insights and market analysis.

Operational Excellence
• Oversee the end-to-end performance of the Business Unit, ensuring consistent delivery of
quality, productivity, and service-level excellence.
• Direct capacity planning, performance reviews, and cost benefit analyses to optimize resource
utilization and operational efficiency.
• Ensure timely and accurate financial reporting, including P&L management, forecasting, and
variance analysis.

Client Engagement & Relationship Management
• Serve as the senior point of contact for client operations, ensuring exceptional service delivery
and proactive issue resolution.
• Lead regular business reviews and client meetings, maintaining a customer-first approach that
strengthens partnerships and drives retention.
• Collaborate with Sales and Client Services to identify opportunities for account growth and
client success.

People & Culture Leadership
• Champion a servant leadership philosophy that empowers teams, fosters engagement, and
promotes professional growth.
• Build and sustain a high-performance culture rooted in collaboration, accountability, and
continuous improvement.
• Provide coaching, mentorship, and succession planning to develop future leaders within the
organization.

Continuous Improvement & Innovation
• Leverage data analytics and trend analysis to identify operational enhancements and drive
process improvement initiatives.
• Promote innovation by implementing best practices and emerging technologies that improve
service delivery and client experience.
• Partner cross-functionally to align operational processes with company-wide transformation
and digital strategy initiatives.