Job Description

Highlights

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

Director of Offshore Operations

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow, and be #DecidedlyDifferent!



The Director of Offshore Operations is responsible for leading offshore delivery operations and ensuring that service delivery, workforce performance, operational standards, and client expectations are consistently met. This role provides strategic and operational leadership to offshore teams while ensuring alignment with iFIVE's policies, governance standards, and business objectives.

The role serves as a senior representative of both iFIVE and the Client's offshore delivery structure. This role is expected to uphold iFIVE's standards, policies, governance, and operational discipline while ensuring that the Client's business objectives, service requirements, and operational priorities are properly supported.

The ideal candidate must be an experienced operations leader with strong people management, client-facing, and cross-functional leadership skills within a BPO, shared services, or service-driven environment.

Duties and Responsibilities

Should include the following but may not be limited to:

Strategic Leadership and Operational Oversight

• Lead offshore operations to ensure effective execution of client requirements, business priorities, and company standards.
• Develop and implement operational plans that support service delivery, workforce stability, scalability, and performance improvement.
• Provide leadership and direction to offshore managers, team leads, and support teams to ensure consistent day-to-day execution.
• Ensure operational structures, workflows, and staffing plans are aligned with current and future business needs.
• Drive accountability, operational discipline, and continuous improvement across assigned teams, programs, or business units.

iFIVE and Client Representation

• Serve as a senior representative of both iFIVE and the Client in operational, leadership, and stakeholder interactions.
• Ensure offshore teams uphold iFIVE's policies, employment standards, compliance requirements, and governance expectations while supporting client-specific service requirements.
• Act as a key liaison between iFIVE leadership, client stakeholders, offshore leadership, and internal support departments.
• Promote professionalism, confidentiality, accountability, and a strong client-service mindset across offshore teams.
• Balance company standards, employee management, operational priorities, and client expectations when making decisions or recommendations.

Service Delivery and Performance Management

• Monitor operational performance, including productivity, quality, attendance, SLA adherence, staffing performance, and overall service delivery outcomes.
• Identify performance gaps, operational risks, and service delivery concerns requiring corrective action.
• Lead the execution of action plans, performance improvements, and operational controls to address identified gaps.
• Ensure performance expectations, client requirements, and operational priorities are clearly communicated and consistently tracked.
• Support regular performance reviews, business updates, and operational discussions with internal and client stakeholders.

People Leadership and Workforce Stability

• Lead, coach, and develop offshore leadership teams to strengthen management capability, accountability, and employee engagement.
• Support workforce planning, resource allocation, staffing strategies, and succession planning to ensure business continuity.
• Partner with Talent Acquisition, Human Resources, Workforce, Training, IT, Quality, Client Success, and Operations to address staffing, performance, and operational needs.
• Promote a culture of collaboration, accountability, professionalism, and continuous performance improvement.
• Identify and address risks related to attrition, engagement, attendance, leadership effectiveness, and employee stability.

Risk, Compliance, and Business Continuity

• Manage operational escalations with urgency, sound judgment, and solution-oriented leadership.
• Identify risks related to performance, staffing, attendance, attrition, compliance, client satisfaction, and service delivery.
• Ensure timely escalation and communication of critical concerns to appropriate internal and client stakeholders.
• Support compliance with company policies, client protocols, confidentiality requirements, data security standards, and operational controls.
• Implement preventive measures and continuity plans to reduce operational disruption and client impact.

Process Improvement and Change Management

• Lead initiatives focused on improving workflow efficiency, service quality, governance, and overall operational effectiveness.
• Support process changes, transitions, ramp-ups, restructures, and other operational adjustments as required by the business or client.
• Ensure approved processes, documentation standards, and reporting requirements are consistently followed.
• Use operational data, root cause analysis, and stakeholder feedback to recommend and implement sustainable improvements.
• Promote consistency in how issues, action plans, performance updates, and operational changes are documented and managed.

Reporting and Stakeholder Communication

• Prepare, review, and present operational reports, performance updates, business reviews, and action plans for internal and client stakeholders.
• Ensure accurate documentation of client requirements, operational changes, performance trends, escalations, and agreed next steps.
• Provide leadership visibility on account status, staffing needs, operational risks, performance outcomes, and key initiatives.
• Ensure reports, updates, and stakeholder communications are accurate, timely, professional, and aligned with business requirements.

Other Duties:

• Perform other duties and responsibilities as may be assigned from time to time, consistent with departmental goals and company initiatives.

Qualifications:

• Education: Bachelor's degree in Business Administration, Operations Management, Business Management, or any related field.
• Experience: Minimum of 7 to 10 years of experience in BPO operations, offshore delivery, client operations, shared services, or a related service-driven environment.
• At least 3 to 5 years of experience in a senior leadership capacity, preferably managing managers, team leads, or multi-functional offshore teams.
• Experience managing client-facing operations, offshore delivery structures, workforce performance, and cross-functional business support is required.
• Experience in healthcare, insurance, legal, financial services, or other service-driven industries is an advantage.

Skills:

• Strong leadership, people management, and decision-making skills
• Excellent client management and stakeholder engagement skills
• Strong understanding of BPO operations, offshore delivery, workforce planning, service delivery, and SLA management
• Ability to represent both company and client interests professionally and objectively
• Ability to analyze operational data, identify trends, and implement action plans
• Strong communication, presentation, and conflict management skills
• Ability to manage escalations and make sound decisions under pressure
• Strong planning, process management, and problem-solving skills
• Ability to collaborate across departments and influence stakeholders
• High level of professionalism, accountability, confidentiality, and business judgment
• Proficiency in MS Office, reporting tools, CRM platforms, and other business systems
• Ability to thrive in a fast-paced, high-accountability, client-focused environment