General Manager

Jobstreet SG; Singapore; On-site; SGD 100,000 - 140,000; Full time

Job summary

A leading recruitment services company in Singapore is seeking an experienced General Manager to lead business operations and drive performance. Responsibilities include strategic leadership, contract negotiation, and team development. The ideal candidate has at least 3 years of senior management experience in contact centre operations and strong leadership skills. This role offers a significant impact on the company's success and growth.

Qualifications

• 3+ years in senior management roles.
• Experience in contact centre/BPO operations.
• Familiar with advanced analytics tools.

Responsibilities

• Lead and manage the organization's business operations.
• Ensure smooth delivery of contact centre services.
• Achieve SLAs, KPIs, and client contract requirements.

Skills

Leadership capabilities

Sales sourcing

Contract negotiation

Decision-making

Problem-solving

Multitasking skills

Education

Degree in Business Management or equivalent

Job description

We are seeking an experienced and self-motivated General Manager to lead and manage the organization’s business operations, drive performance, and implement effective business strategies and programs. The ideal candidate will have proven experience in senior management, strong leadership capabilities, and a solid background in sales sourcing and business contract negotiation.

Key Responsibilities

Provide strategic leadership by developing and implementing operational and financial plans, setting performance targets, and overseeing overall contact centre operations.

Ensure smooth delivery of inbound, outbound, email, chat, and back-office services while optimizing staffing, scheduling, and workflow efficiency.

Achieve and exceed SLAs, KPIs, and client contract requirements through continuous performance monitoring and data-driven decision-making.

Build and maintain strong client relationships, manage escalations, and participate in client reviews, audits, and contract discussions.

Oversee budgeting, forecasting, cost control, and account profitability while identifying new revenue and business development opportunities.

Lead sales sourcing efforts, negotiate contracts and renewals, and support proposal development and pricing.

Manage workforce planning, recruitment, coaching, and development to cultivate a high-performance and positive workplace culture.

Drive process improvements, technology adoption, automation, and system optimization across operations.

Ensure compliance with ISO standards, SOPs, regulatory requirements, and oversee quality assurance programs and audits.

Implement risk mitigation strategies, maintain business continuity plans, and manage escalation protocols during operational challenges.

Job Qualifications

Degree in Business Management or equivalent.

3+ years in senior management roles.

Experience in contact centre/BPO operations and advanced analytics tools.

Strong decision-making, problem-solving, and multitasking skills.

Proven track record in sales, contract negotiation, and business development.

Excellent organizational, interpersonal, and leadership abilities.