General Manager

The Spectrum Capital (St Lucia) Holdings Group of companies is seeking to fill the position of General Manager for its subsidiary, Global Knowledge Process Solutions, Inc. (GKPS), a business process outsourcing provider that is expected to be re-opened soon in Kingston, Jamaica.

Career Opportunity

General Manager, BPO Firm  

Job Summary

The Spectrum Capital (St Lucia) Holdings Group of companies is seeking to fill the position of General Manager for its subsidiary, Global Knowledge Process Solutions, Inc. (GKPS), a business process outsourcing provider that is expected to be re-opened soon in Kingston, Jamaica. The successful candidate will be not just a “manager” but also a builder - a strategic entrepreneur with deep BPO, KPO and ITO operational expertise, possessing the financial sharpness of a CFO, the persuasive power of a sales director, the inspirational qualities of a true leader, and a nuanced understanding of the Jamaican business environment.

The candidate selected will be resilient, resourceful, and driven to create something significant from the ground up. The GM will be responsible for planning and implementing strategies to re-establish and sustain the operations of the business; spearhead the effort to identify and acquire clients; and oversee the operations for the contact center, ensuring that service performance consistently meets and exceeds agreed targets.

Duties and Responsibilities:

• Conduct a comprehensive situational analysis of the dormant company and develop a compelling business case and a detailed strategic plan;
• Define the firm's competitive niche and establish clear financial models, revenue projections, P&L targets, and a break-even analysis.
• Work with the owners and other corporate executives to secure the necessary capital for re-launch.
• Spearhead the physical setup of the new office, overseeing the acquisition and build-out of a new facility (or refurbishment of an existing one), ensuring it meets modern industry standards for security, ergonomics, and culture.
• Provide guidance for the recruitment and development of relevant talent such that the company’s growth is scaled effectively.
• Foster a collaborative and high-performance culture from the very beginning.
• Lead the effort to select and implement all critical technology: telecom/VoIP systems, workstations, network infrastructure, CRM platforms, and robust cybersecurity measures.
• Drive the process to identify, proposition and contract new clients..
• Plan and implement the overall strategy to successfully grow the business and ensure client and customer satisfaction targets are met continuously.
• Manage the daily operation of the contact center to ensure that agreed targets for operational KPIs are consistently met.
• Implement all core operational processes including for workforce management (WFM), quality assurance (QA), performance management, and reporting.
• Continuously lead the development and implementation of initiatives to improve the profitability of the company.
• Proactively manage client relationships, conduct business reviews, and identify opportunities for account growth.
• Take full accountability for the center's profitability, managing revenue, costs, and EBITDA.
• Ensure compliance with all Jamaican tax laws and labor regulations.
• Build a positive, inclusive, and high-energy workplace culture that reduces attrition and promotes employer branding.
• Ensure 100% compliance with the Data Protection Act, local labor laws, and BPO-specific regulations.
• Act as the public face of the company in Jamaica, building strong ties with the local community and government entities.

Required Knowledge, Skills and Competencies

• Deep Operational Knowledge of the BPO, KPO, ITO industry, functions and processes
• Understanding of global sourcing trends, competitor strategies, and client expectations.
• Familiarity with relevant technology platforms;

• Knowledge of different BPO pricing structures
• Exceptional Communication
• Unquestionable Integrity

• Expertise in Jamaican labor law and employment standards;
• In-depth knowledge of Jamaica's Data Protection Act and its implications for BPO operations.
• Understanding of the complex BPO sales cycle
• Knowledge of how to build an attractive employer brand.
• Strategic & Analytical Skills:

• Financial Management Skills:
• Sales & Commercial Skills:
• Operational Execution Skills:
• People & Leadership Skills:

• Entrepreneurial Mindset:
• Strategic Thinking:
• Personal Effectiveness

Minimum Required Qualifications and Experience

• Bachelor’s degree in Business, Management or another related field.
• Five years’ experience in a similar capacity

Interested persons are invited to submit an application and resume, by October 17, 2025,