Director Operations (BFSI US Voice Process)

HR Hai; Gurugram District, New Delhi; On-site; INR 3,500,000 - 6,500,000; Full time

Benefits offered by this job

Five working days

Provident Fund

Gratuity

Job summary

HR Hai in Gurugram seeks an experienced BPO Operations Leader with 18+ years in US International Voice Operations to drive performance and client satisfaction. You will manage 200-300+ FTEs, oversee P&L, SLAs, KPIs, and ensure robust client relationships while coordinating with senior stakeholders.

The role requires US shift flexibility and a track record of WBR/MBR exposure, cross-functional leadership, and delivering against demanding service levels for US clients.

Qualifications

• 25+ years of BPO/Operations experience is not included; focus on leadership & operational metrics.

Responsibilities

• Lead 200-300+ FTEs in US International Voice Operations.
• Oversee P&L, SLAs, KPIs and drive operational excellence.
• Manage US client relationships and escalations; ensure WBR/MBR reporting.

Skills

BPO Leadership

P&L Management

US Client Management

KPI & SLA Management

WBR/MBR Reporting

Team Leadership

Job description

Seeking an experienced BPO Operations Leader with 18+ years in US International Voice Operations. Must have managed 200–300+ FTEs, US clients, P&L, SLAs and operational KPIs, along with strong client relationship management, WBR/MBR exposure.

Required Candidate profile

• 18+ years BPO experience.
• 7+ years in senior leadership.
• Managed 200–300+ FTEs.
• US Client Management & WBR/MBR
• P&L, SLA & KPI Management
• Comfortable with US shift

Perks and benefits

• 5 days working
• PF
• Gratuity