Operations Manager - Contact Centre

Lead BPO operations with P&L ownership, client management, and team leadership.

Our client is seeking an experienced Senior Operations Manager to oversee end-to-end service delivery for key client accounts within a large-scale BPO environment. This role carries full ownership of operational performance, client engagement, workforce management, and P&L accountability while leading large, multi-layered teams.

Key Responsibilities

• Lead end-to-end operations delivery, ensuring service excellence and achievement of client SLAs.
• Manage full P&L responsibility, including budgeting, cost control, profitability, and operational performance.
• Build and maintain strong client relationships, serving as the primary stakeholder contact.
• Drive operational excellence, process improvements, and delivery efficiencies.
• Lead, mentor, and develop large teams, including senior managers and team leaders.
• Monitor and analyse operational metrics to identify opportunities for performance improvement.
• Support business growth initiatives and scale operations as required.
• Oversee workforce management, quality, transition, and support functions.

Requirements

• Proven experience managing large-scale operations within a BPO environment.
• Strong P&L management and commercial acumen.
• Healthcare payer/provider operations experience preferred.
• Track record of leading large teams and managing complex client engagements.
• Strong stakeholder management, analytical, and strategic thinking skills.
• Excellent project management, communication, and leadership capabilities.
• Experience within a third-party BPO environment is highly desirable.