Senior Program Manager/Operations Leader - Energy & Utilities - Broadband & Telecom

Role Overview:

We are looking for experienced Operations Leaders to drive large-scale customer operations for our Energy & Utilities and Broadband & Telco verticals.

The ideal candidate should come from a strong BPO/Contact Center operations background with experience managing outbound sales, customer support, collections, or telecom/utility operations.

This is a high-ownership leadership role involving:

- Team leadership at scale

- Client & stakeholder management

- Operational governance

- Revenue and profitability ownership

- Process excellence and transformation

- SLA/KPI management

- Strategic business growth

The role offers a strong growth trajectory towards General Manager-level leadership within the organization.

Key Responsibilities

1. Operations & Delivery Management

- Lead end-to-end operations across voice/non-voice customer operations.

Drive operational performance across KPIs including:

- SLA

- CSAT/NPS

- Conversion

- Revenue

- AHT

- FCR

- Productivity

- Attrition

- Shrinkage

- Ensure smooth execution of daily operations while maintaining service quality and compliance.

2. Team Leadership

- Manage large operational teams including Team Leaders, Assistant Managers, Quality, Training, and Workforce functions.

- Build high-performance teams through coaching, mentoring, and performance governance.

- Drive employee engagement, capability building, and leadership development.

3. Client & Stakeholder Management

- Act as the primary point of contact for clients and internal stakeholders.

- Lead Weekly/Monthly Business Reviews (WBRs/MBRs/QBRs).

- Handle escalations, governance discussions, and strategic roadmap planning.

- Build strong relationships with client leadership teams.

4. Process Excellence & Transformation

- Drive SOP creation, governance frameworks, and operational process improvements.

- Identify automation and optimization opportunities.

- Conduct RCA analysis and implement corrective/preventive actions.

- Lead transformation initiatives to improve efficiency, productivity, and customer experience.

5. Commercial & P&L Ownership

- Own operational profitability and gross margin targets.

- Drive revenue optimization and cost control initiatives.

- Support forecasting, workforce planning, budgeting, and operational scalability.

- Ensure efficient utilization and resource management.

6. Business Expansion & Growth

- Support new campaign launches, transitions, and ramp-up activities.

- Build scalable operational frameworks for future growth.

- Partner with leadership on strategic growth initiatives.

- Preferred Industry Background

Candidates from the following environments will be strongly preferred:

- BPO / Contact Center Operations

- Telecom / Broadband Operations

- Utilities / Energy Customer Operations

- Outbound Sales Operations

- Collections / Revenue Operations

Must-Have Requirements:

- 10+ years of experience in BPO/Contact Center Operations

- Strong exposure to outbound sales / customer operations / telecom support / collections

- Experience managing large teams and multiple managers

- Strong operational governance and SLA management experience

- Demonstrated process improvement and transformation experience

- Strong stakeholder and client management skills

- Commercial understanding including revenue/profitability management

- Excellent communication and leadership capabilities

Strongly Preferred:

- Exposure to Australian Energy/Utilities or Telecom/Broadband processes

- Experience handling international clients/processes

- Experience in new campaign setup and transitions

- Six Sigma / Lean certifications

- Experience managing multi-site operations

What Success Looks Like:

- Consistent achievement of business KPIs and client SLAs

- Strong employee engagement and leadership pipeline

- Improved operational efficiency and profitability

- Successful client relationship management and business growth

- Ability to scale operations and build future-ready teams

Why Join Us:

- High-visibility leadership role

- Fast-growing business environment

- Opportunity to build and scale operations

- Strong career growth path towards GM leadership

- Exposure to strategic business transformation initiatives

- Dynamic and performance-driven culture