Director - Operations - BPO

We have 2 Same Roles at 2 Locations - Gurgaon and Hyderabad. Both with Multi-National BPO.

1. As the Director of Operations in the BFSI sector within the BPO industry, you will be responsible for overseeing the end-to-end operational delivery of BFSI services, ensuring that key performance indicators (KPIs) are met, and driving efficiency, productivity, and quality in service delivery.

2. A minimum of 15+ years of experience in the BPO industry with at least 7 years in a leadership role within BFSI operations.

3. Extensive experience managing large-scale operations, including service delivery, performance management, client relationships, and team leadership in the BFSI sector.

4. This role requires a strategic leader with deep knowledge of the BFSI domain and proven experience in managing large-scale operations within the BPO industry.

5. You will be responsible for managing client relationships, optimizing processes, managing a large team, and implementing innovative solutions to meet business objectives

6. Lead and manage the BFSI operations team, providing strategic direction, leadership, and motivation to ensure the delivery of high-quality services to clients.

7. Develop and implement operational strategies to optimize processes, reduce costs, and improve performance, while ensuring compliance with industry regulations and standards.

8. Oversee day-to-day operations across multiple BFSI clients, ensuring seamless execution and service delivery within defined SLAs (Service Level Agreements).

9. Implement best practices and process improvements to enhance operational efficiency and productivity.

10. Serve as the primary point of contact for key BFSI clients, maintaining strong relationships and ensuring customer satisfaction.

11. Collaborate with clients to understand their business requirements and deliver tailored operational solutions.

12. Conduct regular reviews with clients to ensure that services meet expectations, identify areas for improvement, and manage escalations effectively.

13. Build and lead a high-performance team, ensuring a culture of collaboration, accountability, and excellence in execution.

14. Provide leadership, coaching, and mentorship to operational managers and staff to foster professional growth and development.

15. Manage performance through regular assessments, feedback, and career development initiatives.

16. Recruit and retain top talent, ensuring a skilled workforce capable of handling complex BFSI operations.

17. Oversee the budget for BFSI operations, ensuring that operational costs are controlled while maintaining service quality.

18. Monitor financial performance, identify cost-saving opportunities, and implement strategies to meet or exceed financial targets.

19. Ensure profitability by optimizing resources and streamlining operational processes without compromising service delivery.

20. Champion continuous improvement initiatives, using Lean, Six Sigma, or other methodologies to identify inefficiencies and implement corrective actions.

21. Work closely with the IT and technology teams to leverage automation, AI, and other technological innovations to streamline BFSI processes and drive operational efficiency.

22. Foster a culture of innovation by encouraging the use of new tools and techniques to enhance customer experience and operational effectiveness

23. Ensure that all BFSI operations adhere to industry standards, regulatory requirements, and internal policies.

24. Develop and maintain risk management processes to identify potential issues and implement mitigation strategies.

25. Manage audits, compliance checks, and reporting to ensure adherence to financial, legal, and regulatory requirements.

26. Provide regular reports to senior management on operational performance, financial performance, client satisfaction, and other key metrics.

27. Analyze performance data to identify trends, root causes of issues, and opportunities for improvement.

28. Present recommendations for operational changes based on data insights, market trends, and client feedback.

29. Contribute to business development efforts, including identifying new opportunities within the BFSI sector.

30. Collaborate with sales and marketing teams to pitch new services to prospective clients, and assist in the preparation of proposals and contracts.

31. Help in the scaling and expansion of BFSI operations, including the setup of new teams or facilities if required.