Director Operation

Horizon Hr Bangalore; Bengaluru; On-site; INR 1,500,000 - 2,400,000; Full time

Job summary

Horizon Hr Bangalore is seeking an experienced Director of Operations to lead large-scale international BPO programs in the banking and telecom sectors from Bangalore. The role focuses on delivering against client commitments, SLAs, and performance metrics while building capable leadership teams and scalable processes.

You will oversee multiple client accounts across shifts, drive process improvements, manage workforce planning, and maintain governance and audit standards.

Qualifications

• Graduate in any discipline with 15 years of formal education.
• Minimum 10 years of management experience in senior operations leadership.
• Experience in international BPO/ITES with banking/telecom domain preferred.
• Proven experience managing large teams and multiple client accounts.
• Strong understanding of SLAs, metrics, workforce management, quality, productivity and cost control.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead end-to-end operations for international BPO programs, preferably within the banking/telecom domain.
• Oversee multiple client accounts, ensuring adherence to contractual obligations, SLAs, quality standards and customer satisfaction metrics.
• Lead and develop Senior Managers, Operations Managers, and large teams across processes and shifts.
• Drive operational excellence through process improvements, cost optimisation, capacity planning and resource utilisation.
• Manage workforce planning, staffing forecasts, recruitment, onboarding, training and ramp-up requirements.
• Build strong relationships with international clients and internal stakeholders, ensuring effective communication and timely escalations.
• Monitor KPIs, identify operational gaps, and implement corrective and preventive measures.
• Develop and maintain SOPs, process documentation, governance frameworks and audit compliance standards.
• Collaborate with business and support functions on client requirements and contractual deliverables.
• Lead teams in a dynamic environment with strong decision-making and accountability.

Skills

Leadership

Stakeholder management

Analytical

Problem solving

Education

Graduate in any discipline

Job description

• Designation - Director of Operations
• Location: Bangalore
• Shift: US Shifts
• Domain: International BPO / ITES - Banking/Telecom

Role Overview

We are looking for an experienced Director of Operations to lead large-scale international BPO operations, with a strong background in the banking and telecom domain. The role involves managing multiple client accounts, driving operational performance, developing leadership teams, and ensuring consistent delivery against business objectives and client commitments.

Key Responsibilities

• Lead end-to-end operations for international BPO programs, preferably within the banking /telecom domain.
• Oversee multiple client accounts, ensuring adherence to contractual obligations, SLAs, quality standards, productivity, and customer satisfaction metrics.
• Lead and develop Senior Managers, Operations Managers, and large teams across multiple processes and shifts.
• Drive operational excellence through process improvements, cost optimisation, capacity planning, and resource utilisation.
• Manage workforce planning, staffing forecasts, recruitment, onboarding, training, and ramp-up requirements.
• Build strong relationships with international clients and internal stakeholders, ensuring effective communication and timely resolution of escalations.
• Monitor key performance indicators, identify operational gaps, and implement corrective and preventive measures.
• Develop and maintain SOPs, process documentation, governance frameworks, and audit compliance standards.
• Collaborate with business and support functions on client requirements, Statements of Work (SOWs), contractual deliverables, and new business initiatives.
• Lead teams in a dynamic, fast-paced environment, demonstrating strong decision-making, accountability, and people leadership.

Qualifications and Experience

• Graduate in any discipline, with a minimum of 15 years of formal education.
• Minimum 10 years of management experience, with a demonstrated track record in senior operations leadership.
• Strong experience in international BPO/ITES operations, with banking and telecom domain experience preferred as a key requirement.
• Proven experience managing large teams, multiple client accounts, and senior operations leaders.
• Strong understanding of SLAs, operational metrics, workforce management, quality, productivity, and cost control.
• Experience handling client escalations, operational governance, process transitions, and continuous improvement initiatives.
• Excellent communication, stakeholder management, analytical, and problem-solving skills.
• Ability to work Bangalore-based US shifts and manage international client expectations.

Ideal Candidate

A strategic and hands-on operations leader with strong banking and telecom BPO expertise, experience managing large-scale international operations, and the ability to drive operational efficiency, client satisfaction, and business growth.