Strategy & Operations Manager - BPO

Description:

IDEAL CANDIDATE PROFILE

- 12+ years' experience in business operations, preferably within BPOs or shared services.

- Expert in analytical thinking, financial analysis, and strategic problem-solving.

- Excellent communication skills-able to translate complex data into clear business narratives.

- Adept at managing analytics projects and preparing sharp presentations.

- Experienced in leading teams across global, matrixed, and multicultural environments.

- Highly proficient in Excel and PowerPoint with advanced data visualization abilities.

- Exceptional project and time management, with the ability to manage multiple priorities independently.

- Proactive and solution-oriented-motivated to drive change and deliver tangible results.

- Collaborative team leader who inspires and aligns others toward shared goals.

- Detail-oriented and confident in presenting strategic viewpoints to executive stakeholders.

Key Responsibilities

1. Leadership & Governance

- Partner with global senior leadership to shape strategic direction and drive governance priorities.

- Develop and execute vertical-specific business plans, ensuring timely delivery of critical initiatives.

- Lead internal governance mechanisms, with a strong focus on prioritization and high-impact outcomes.

2. Performance Management & Reporting

- Review, validate, and consolidate MIS reports to ensure accuracy, consistency, and data integrity.

- Present concise, insight-driven performance summaries to executive leadership for informed decision-making.

- Strengthen reporting frameworks, internal controls, and audit readiness across business units.

3. Strategic Analysis & Decision Support

- Perform financial and operational analysis to support strategic planning and optimal resource allocation.

- Assess trends and key performance metrics to identify productivity, efficiency, and growth opportunities.

- Translate insights into actionable recommendations that enhance cross-functional alignment and performance.

4. Project Management & Operational Excellence

- Lead the execution of high-impact, cross-functional initiatives aligned with business objectives.

- Drive business performance reviews, including internal leadership forums and client-facing meetings.

- Partner on headcount planning, cost optimization, and effective resource utilization.

5. Stakeholder Engagement & Communication

- Act as a key interface with DPEs and external clients, ensuring clarity, alignment, and transparency.

- Build and sustain strong relationships with internal and external stakeholders to enable effective governance and planning.