GCC / BPO Program Manager

Talentbridge; Bengaluru; Hybrid; INR 3,500,000 - 6,000,000; Full time

Job summary

Talentbridge is seeking an experienced Senior Project Manager to lead outsourced projects and client implementations across multiple time zones. You will plan, execute, monitor, and close initiatives, aligning with business goals and quality standards.

The role emphasizes stakeholder management, budget tracking, and process improvements using DMAIC. Strong communication, leadership, and analytical decision-making are essential to drive successful delivery in BPO/shared services environments.

Qualifications

• 8+ years of project management, agile delivery, or client implementation experience, often in BPO, KPO, or tech-enabled services.
• PMP, PRINCE2, or Scrum Master credentials are a strong advantage.
• Proficiency in Microsoft 365, MS Project, project tracking tools, and data reporting dashboards.
• Advanced written and verbal communication, cross-cultural stakeholder negotiation, and analytical decision-making, global project/program management experience.

Responsibilities

• Plan, execute, monitor, and close outsourced projects or client implementations.
• Build detailed roadmaps, define scopes, milestones, and manage lifecycles from initiation to closure.
• Bridge between internal BPO delivery teams and external clients across different time zones.
• Monitor expenditures, track KPIs (AHT, CSAT, error rates), and reallocate staff as needed.
• Identify bottlenecks, enforce quality audits, and design data-driven risk mitigation plans.
• Apply DMAIC to streamline workflows and integrate automation or robotics.

Skills

Project planning

Stakeholder management

Budget tracking

Risk management

Quality management

Process improvement

DMAIC

Microsoft 365

MS Project

Data reporting

Tools

Microsoft 365

MS Project

Project tracking tools

Job description

Role & responsibilities

Plan, execute, monitor, and close out outsourced projects or client implementations while aligning with business goals.

• Project Planning & Execution: Build detailed roadmaps, define project scopes, establish milestones, and manage project lifecycles from initiation to closure. Stakeholder Management: Act as the primary bridge between internal BPO delivery teams and external clients across different time zones. Budget & Resource Tracking: Monitor project expenditures, track key performance indicators (KPIs like AHT, CSAT, and error rates), and reallocate cross-trained staff as volume demands shift. Risk & Quality Management: Identify operational bottlenecks, enforce quality control audits, and design data-driven risk mitigation plans. Process Improvement: Apply methodologies like DMAIC (Define, Measure, Analyze, Improve, Control) to streamline workflows and integrate automation or robotics. Typical Requirements & Qualifications
• Experience: 8+ years of project management, agile delivery, or client implementation experience (frequently within BPO, KPO, or tech-enabled services).Certifications: PMP, PRINCE2, or Scrum Master credentials are a strong advantage. Technical Skills: Proficiency in Microsoft 365, MS Project, project tracking tools, and data reporting dashboards. Soft Skills: Advanced written and verbal communication, cross-cultural stakeholder negotiation, and analytical decision-making, Global project/program mgt and stakeholder mgt extensive experience

Preferred candidate profile

9+ yrs of experience into BPO/Shared services/GCC non IT project/program mgt with excellent leadership, communication, stakeholder mgt skills and with the above functional skills will be the preferred candidate, PMP Certification is a MUST