Senior Vice President - Operations - BPO Contact Center

Description:

Job Title: Senior Vice President BPO Contact Center

Role Overview

We are seeking a dynamic and seasoned leader to head our BPO Contact Center operations. The SVP will be responsible for driving strategic growth, operational excellence, and financial performance across a large-scale business unit with P&L responsibility of USD 40 to 50 million and a workforce of 4,000+ FTEs.

This role is ideal for a Vice President with 5+ years of leadership experience in large-scale BPO operations, looking to step into a senior executive position. The candidate should bring 25+ years of overall industry experience with proven expertise in managing complex, multi-client environments.

Key Responsibilities:

- Strategic Leadership: Define and execute business strategies to achieve revenue, profitability, and client satisfaction goals.

- Operational Excellence: Oversee delivery across multiple contact center operations, ensuring high-quality service and adherence to SLAs.

- Financial Management: Full ownership of P&L, budgeting, forecasting, and driving cost optimization initiatives.

- Client Engagement: Build and maintain strong relationships with global clients, ensuring long-term partnerships and growth opportunities.

- People Leadership: Lead a workforce of 4,000+ employees, fostering a culture of performance, innovation, and employee engagement.

- Transformation & Innovation: Drive digital transformation, automation, and adoption of emerging technologies to enhance efficiency and customer experience.

- Compliance & Governance: Ensure adherence to regulatory requirements, corporate policies, and industry standards.

Candidate Profile:

- Experience: 25+ years overall, with at least 5 years at VP level in BPO/Contact Center leadership.

- Scale Management: Proven track record of managing large teams (4,000+ FTEs) and significant P&L (USD 4050M).

- Industry Expertise: Deep understanding of BPO operations, customer service delivery, and global client management.

- Leadership Skills: Strong executive presence, ability to inspire teams, and drive organizational change.