Project Delivery Manager - Operations

Kamayi; Lahore; On-site; PKR 1,116,000 - 1,674,000; Full time

Job summary

Kamayi seeks a Project Delivery Manager - Operations to lead the delivery of services for U.S.-based clients in Lahore. This full-time role requires strong managerial skills, with responsibilities including team leadership, client management, and operational oversight. The ideal candidate has 10-12 years of BPO experience, with a focus on delivering KPIs and improving processes. A bachelor's degree is essential, alongside proficiency in project management tools and strong communication skills. Flexibility for night shifts is required.

Qualifications

• 10-12 years of progressive experience in BPO operations.
• 5-7 years in managerial or senior delivery leadership roles.
• Proven experience managing large-scale operations.

Responsibilities

• Lead and manage operational teams for U.S.-based client portfolios.
• Drive operational excellence and monitor team performance.
• Maintain strong client relationships and ensure satisfaction.

Skills

Operational excellence

Client management

Team leadership

Data-driven decision-making

Education

Bachelor's degree in Business Administration or related field

Master's degree

Tools

Jira

Microsoft Excel

Power BI

Tableau

Job description

Job Title: Project Delivery Manager - Operations

Job Type: Full-time – CST Time Zone (06:00pm to 03:00am)

Location: Barki Road near DHA Phase 8

About the Role

We're seeking a high-performing and quality-driven Project Delivery Manager - Operations to lead operational delivery for U.S.-based client portfolios across retail, food chains, franchise operations, and other multi-location businesses. This role will be responsible for managing multiple teams, reviewing team output, driving operational excellence, and ensuring consistent achievement of KPIs, SLAs, quality standards, and client expectations in a fast-paced BPO environment.

Key Responsibilities

Operations Delivery & Team Management

• Lead and manage multiple operational teams supporting a strategic, high-value U.S.-based client portfolio.
• Review team output, monitor daily delivery, and ensure work is completed accurately, timely, and in line with client expectations.
• Drive consistent achievement and improvement of KPIs, SLAs, productivity targets, turnaround times, and quality benchmarks.
• Build a culture of accountability, ownership, service excellence, and continuous improvement across all teams.

Client Management & Governance

• Serve as a key client-facing delivery leader and maintain strong, trust-based relationships with U.S. client stakeholders.
• Lead governance meetings, performance reviews, escalations, operational updates, and action-plan follow-ups.
• Ensure client requirements, priorities, risks, and expectations are clearly understood, documented, and delivered by the operations teams.

Performance, Quality & Process Improvement

• Analyze performance dashboards, quality reports, operational metrics, and team productivity data to identify gaps and improvement opportunities.
• Implement corrective actions, quality controls, process improvements, and automation initiatives to optimize workflows and reduce operational costs.
• Ensure strict adherence to data security, compliance standards, client requirements, and organizational policies.

People, Workforce & Operational Planning

• Partner with HR and L&D teams to support hiring, onboarding, training, coaching, performance management, and leadership development.
• Manage workforce planning, scheduling, capacity utilization, attrition control, employee engagement, and staffing alignment with U.S. business-hour requirements.

Requirements

• Bachelor's degree in Business Administration, Management, Operations, or a related field;
• Master's degree is preferred.
• 10-12 years of progressive experience in BPO operations, including 5-7 years in managerial or senior delivery leadership roles.
• Proven experience managing large-scale operations and high-value international client accounts, preferably U.S.-based clients.
• Demonstrated ability to lead large, diverse, and multi-layered teams with strong focus on quality, performance, and delivery discipline.
• Strong track record of improving KPIs, SLAs, quality scores, productivity, employee engagement, and attrition outcomes.
• Experience working with enterprise-level clients and high-revenue accounts will be highly preferred.
• Excellent communication, leadership, stakeholder management, problem-solving, and decision-making skills.
• Flexibility and willingness to work night shifts aligned with U.S. time zones.

Technical Skills

• Advanced proficiency in project and workflow management tools such as Jira, Asana, Trello, and Microsoft Project.
• Strong expertise in reporting and analytics tools including Microsoft Excel, Power BI, Tableau, or similar platforms.
• Ability to interpret operational dashboards and convert data into actionable insights for performance improvement.

Key Competencies

• Quality-driven leadership and operational excellence.
• Strategic thinking with strong execution capability.
• Advanced client relationship and stakeholder management.
• Data-driven decision-making and performance optimization.
• Strong problem-solving, critical thinking, and escalation management skills.
• High adaptability in a dynamic, fast-paced BPO environment.