Job Description

Job Summary
Are you a seasoned business process outsourcing industry leader that prioritizes results? Do you have a track record of successfully managing numerous customer accounts, driving revenue, and producing outstanding results? A fantastic opportunity is available for a BPO Divisional Manager.
Duties & Responsibilities:
BPO Opps Management

• Develop and execute the overall operational strategy for the BPO division, aligned with the company's goals and objectives.
• Lead, mentor, and manage a team of managers and supervisors to ensure effective service delivery, adherence to quality standards, and achievement of performance targets.
• Establish and monitor key performance indicators (KPIs) to track and improve operational efficiency, client satisfaction, and financial performance.
• Analyze market trends, industry best practices, and emerging technologies to identify opportunities for process improvements, automation, and innovation within the BPO operations.
• Collaborate with cross-functional teams, including sales, marketing, and technology, to drive revenue growth, enhance client relationships, and develop new service offerings.
• Develop and maintain strong relationships with key clients, acting as a strategic partner and trusted advisor to address their evolving needs and drive long-term satisfaction.
• Ensure effective quality assurance processes and controls to ensure adherence to service level agreements (SLAs), compliance with regulations, and continuous improvement in service delivery, by working closely with the QA teams and Managers.
• Identify and mitigate operational risks, proactively addressing potential issues and ensuring robust business continuity plans.
• Monitor and manage operational budgets, resources, and costs to optimize efficiency and profitability.
• Provide regular reports and updates to the executive team, highlighting operational performance, challenges, and opportunities, and making strategic recommendations
• Lead and oversee the end-to-end operations of the BPO division, ensuring efficient and effective service delivery, adherence to service level agreements (SLAs), and achievement of key performance indicators (KPIs).
• Develop and implement operational strategies, policies, and procedures to drive performance improvements, enhance productivity, and optimize service quality.
• Monitor and analyze BPO operations performance metrics, including call volume, response time, first call resolution, customer satisfaction, and agent productivity, and/or sales enviroments metrics, and take proactive measures to meet or exceed targets.
• Foster a positive and collaborative work environment, promoting teamwork, motivation, and professional development among the BPO team members.
• Manage and cultivate client relationships, acting as the primary point of contact for senior level client escalations, inquiries, and feedback, and ensuring high levels of client satisfaction and retention.
• Collaborate with and/or manage cross-functional teams, including sales, marketing, quality assurance, recruitment, risk, HR and IR and training, to identify opportunities for process improvements, automation, and enhanced service delivery.
• Stay abreast of industry trends, emerging technologies, and best practices in BPO operations, and proactively propose innovative solutions to optimize performance, efficiency, and client satisfaction.
• Develop and maintain strategic partnerships with vendors and suppliers to ensure the availability of necessary resources and technologies to support BPO operations.
• Drive continuous improvement initiatives, including training and development programs, quality assurance processes, and performance management systems.
• Prepare and present reports to senior management and clients, providing insights on BPO operations performance, trends, and recommendations for improvement.

Sales Drive and Management

• Lead and deliver complex client engagements that help identify, design, and implement creative business solutions for the company and its clients.
• Develop and implement a strategic sales plan to drive revenue growth and achieve sales targets for the BPO division.
• Identify and pursue new business opportunities, build and maintain a robust sales pipeline, and convert prospects into long-term clients.
• Establish and nurture strong client relationships, acting as the main point of contact for key accounts, understanding their needs, and providing tailored solutions.
• Create innovative marketing strategies to develop targeted sales campaigns, promotional materials, and value propositions to effectively showcase our BPO services.
• Conduct market research and analysis to identify market trends, competitive intelligence, and potential areas for growth within the BPO industry.
• Represent the company in client presentations, industry events, conferences, and trade shows to promote our BPO services and generate new business leads.
• Develop and deliver compelling sales presentations, proposals, and contract negotiations to secure new business opportunities.
• Develop costing models for various BPO sales initiatives and clients.
• Collaborate with internal stakeholders, to ensure seamless service delivery and client satisfaction.
• Stay updated with industry trends, emerging technologies, and best practices in BPO sales, and provide recommendations for continuous improvement.

Qualifications and Skills

• Bachelor's degree in business administration, Operations Management, or a related field. MBA or equivalent advanced degree is preferred.
• Knowledge of the FAIS regulated sector or related industry.
• Must have onboarded and implemented multiple different campaigns.
• Extensive knowledge of Contact Centre Environments and BPO services in this space.
• Extensive knowledge of Project based services.
• Proven track record of success in senior leadership roles within the BPO industry, with at least 5 years of experience in a similar role.
• In-depth knowledge of BPO operations, industry trends, and best practices, with a strong focus on driving operational excellence and client satisfaction.
• Exceptional strategic thinking and problem-solving skills, with the ability to make data-driven decisions and drive business growth.
• Strong leadership and team management abilities, with a track record of building and motivating high-performing teams.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients, stakeholders, and internal teams.
• Analytical mindset and proficiency in analyzing data, generating reports, and utilizing performance metrics to drive continuous improvement.
• Proven experience in driving process improvements, implementing automation, and leveraging technology to optimize BPO operations.
• Strong financial acumen and budget management skills.

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