cxperts
Regional Operations Director
Iloilo City, Iloilo, Philippines - Full Time
Job Title: Operations Director
Job Summary:
The Operations Director is responsible for overseeing end-to-end service delivery, ensuring operational excellence, client satisfaction, and profitability across all BPO programs. This role leads large-scale teams, drives performance against KPIs, and collaborates with cross-functional teams to optimize processes, improve efficiency, and support business growth.
Key Responsibilities:
Operational Leadership:
- Lead and manage multiple BPO accounts/programs across functions.
- Ensure delivery of high-quality services aligned with client SLAs, KPIs, and contractual obligations.
- Drive continuous improvement initiatives.
- Act as the senior point of contact for key clients.
- Build and maintain strong client relationships.
- Conduct regular business reviews.
- Monitor and analyze operational metrics.
- Implement corrective actions.
- Ensure teams consistently meet targets.
- Manage P&L for assigned programs.
- Drive cost optimization.
- Oversee budgeting and forecasting.
- Lead and develop managers and team leaders.
- Build a high-performance culture.
- Support hiring and succession planning.
- Identify process gaps and implement solutions.
- Drive automation and digital initiatives.
- Ensure adherence to policies and regulations.
- Manage operational risks.
Qualifications:
- Bachelor’s degree in Business or related field.
- MBA preferred.
- 10–15+ years of BPO experience.
- Leadership and people management
- Client management
- Analytical thinking
- Financial acumen
- Communication skills
- SLA achievement
- Customer satisfaction
- Employee engagement
- Profitability
