DGM- BPO Operations

Job Title: DGM, BPO Program

Location: Bangalore

Department: Operations

Job Summary:

The Senior Manager, BPO Program is a critical leadership role responsible for the overall success, performance, and strategic direction of one or more Business Process Outsourcing (BPO) programs. This individual will act as the primary liaison between our organization and our BPO partners, ensuring operational excellence, consistent achievement of KPIs, client satisfaction, and the continuous improvement of services delivered. The ideal candidate will possess a deep understanding of BPO operations, strong leadership capabilities, exceptional client management skills, and a proven track record of driving results in a fast-paced, high-volume environment.

Key Responsibilities:

• Program Leadership & Strategy:
  • Develop and execute strategic plans for the BPO program(s) aligned with organizational goals and client expectations.
  • Provide strong leadership and direction to internal teams and BPO partners, fostering a culture of high performance, accountability, and continuous improvement.
  • Identify opportunities for process optimization, cost reduction, and service enhancement within the BPO operations.
  • Stay abreast of industry best practices, emerging technologies, and competitive landscapes in the BPO sector.
• BPO Partner Management:
  • Serve as the primary point of contact and relationship owner for designated BPO partners.
  • Oversee the day-to-day operations of the BPO program(s), ensuring adherence to service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations.
  • Conduct regular business reviews with BPO partners, assessing performance, identifying areas for improvement, and collaborating on action plans.
  • Manage commercial aspects of the BPO relationship, including invoicing, capacity planning, and contract adherence.

  • Lead negotiations for contract renewals or amendments as required.

• Performance Management & Quality Assurance:
  • Establish, monitor, and report on comprehensive performance metrics for all aspects of the BPO program.
  • Implement robust quality assurance frameworks and ensure consistent adherence to quality standards by BPO teams.
  • Analyze performance data, identify trends, root causes of issues, and develop corrective action plans.
  • Drive initiatives to improve customer satisfaction, efficiency, and overall service delivery.
• Stakeholder & Client Relationship Management:
  • Build and maintain strong relationships with internal stakeholders (e.g., Sales, Marketing, Product, Finance, IT) to ensure seamless integration and support for BPO operations.
  • Collaborate closely with client teams to understand their evolving needs, provide regular updates on program performance, and address any concerns proactively.

  • Act as an escalation point for complex client or operational issues, ensuring timely and effective resolution.

• Process Improvement & Innovation:
  • Champion continuous improvement initiatives, utilizing methodologies like Lean, Six Sigma, or similar, to optimize BPO processes.
  • Identify and implement technological solutions and automation opportunities to enhance efficiency and effectiveness.

  • Lead or participate in projects aimed at transforming BPO services and achieving higher levels of operational excellence.

• Team Leadership & Development (Internal):
  • If applicable, manage and mentor a team of program analysts, specialists, or managers, fostering their professional growth and development.

  • Ensure clear communication, effective delegation, and consistent feedback to direct reports.

• Risk Management & Compliance:
  • Identify potential risks within the BPO program (e.g., data security, compliance, operational disruptions) and develop mitigation strategies.
  • Ensure all BPO operations comply with relevant industry regulations, data privacy laws (e.g., GDPR, CCPA), and internal policies.

Qualifications:

• Education: Bachelor’s degree in business administration, Operations Management, or a related field. Master's degree preferred
• Preferred Lean/Six sigma certified
• Excellent presentation & articulation

• Experience:
  • 12+ years of progressive experience in BPO operations, program management, or a similar field with atleast 1 year as Sr Manager+ on papers with a minimum span of control of 200+
  • Proven experience managing relationships with international clients
  • Demonstrated success in achieving and exceeding operational KPIs and SLAs.