Job Description

About the Role

We are looking for an experienced Senior Business Process & Operations Manager to lead operational delivery, service performance, and process optimization within a shared services and offshoring environment.

This role is responsible for managing operational performance across multiple service portfolios, ensuring high-quality delivery, driving continuous improvement, and building strong relationships with internal stakeholders and clients.

The ideal candidate has strong BPO or offshoring leadership experience, a strategic mindset, and the ability to balance operational efficiency, service quality, and client satisfaction.

Key Responsibilities

Operational Leadership

• Oversee day-to-day operational performance across the shared services portfolio
• Lead service delivery strategy to ensure operational excellence and efficiency
• Act as a primary operational contact for stakeholders and shared services leaders
• Conduct business reviews and drive performance improvements across service lines

Program & Service Delivery Management

• Plan and execute offshore build-operate-transfer (BOT) programs to support global delivery operations
• Ensure the successful delivery of services aligned with operational targets and client expectations
• Address quality, productivity, and performance issues through structured operational strategies

Performance & Process Optimization

• Implement and manage Service Level Agreements (SLAs), KPIs, and operational metrics
• Monitor utilization, cost-to-serve, and capacity planning to optimize service delivery
• Lead continuous improvement initiatives across operational workflows

Stakeholder & Client Management

• Maintain strong relationships with internal teams, leadership, and business partners
• Support sales initiatives by ensuring the operational feasibility of proposed solutions
• Manage escalations and service disruptions with structured problem-solving approaches

What Were Looking For

Experience

• At least 10 years of operational management experience
• Strong background in BPO, shared services, or offshoring environments
• Proven experience in operations leadership, service delivery, and process improvement
• Demonstrated ability to manage cross-functional teams and stakeholder relationships

Skills & Competencies

• Strong leadership and project management capabilities
• Excellent communication and stakeholder management skills
• Experience implementing KPIs, SLAs, and operational performanceframeworks
• Ability to manage teams and workloads in fast-paced operational environments
• Strong analytical, problem-solving, and process improvement mindset

Additional Qualifications

• Proficiency in Microsoft Office tools (Excel, PowerPoint, Word) and project management platforms
• Ability to travel internationally when required
• Strong commitment to service quality, operational excellence, and continuous improvement