Key Responsibilities:

•Client Escalation & Communication: Serve as the single point of contact for all client escalations and communications related to global operations delivery.

•Global Performance Oversight: Collaborate closely with local leaders worldwide to ensure all Key Performance Indicators (KPIs) are consistently met and exceeded.

•Unified Client Voice: Maintain a cohesive “one global team” communication strategy with clients, ensuring clarity, consistency, and alignment.

•Partnership Management: Build strong, collaborative relationships with internal stakeholders and external clients to achieve shared goals.

•Proactive Project & Process Enhancement: Identify, develop, and implement projects and process improvements to optimize global operations, improve efficiency, and reduce costs.

•Strategic Alignment: Align site strategies and operational structures across global locations to ensure consistent performance, quality, and client experience.

Skills & Competencies:

•Exceptional Communication: Superior verbal and written communication skills to clearly articulate complex information to diverse audiences, including senior leadership and clients.

•Strategic Thinking: Ability to develop and execute operational plans that align with business objectives and client needs.

•Problem-Solving: Strong analytical skills with a proven record of resolving complex operational challenges effectively.

•Leadership & Influence: Demonstrated ability to lead, mentor, and motivate global teams, influencing outcomes without direct authority.

•Client Relationship Management: Expert in conflict resolution, negotiation, and building long-term, trust-based relationships with clients.

•Process Improvement: Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) and their practical application in a global operational context.

•Adaptability: Thrive in a fast-paced, dynamic global environment and adjust to evolving business needs and client demands.

Qualifications:

•Bachelor’s degree.

•Minimum of 4 years of relevant experience, including BPO experience (required).

•Proven operations managerial experience.

•Experience managing multi-country or multi-region operations.

•Strong financial acumen, including budgeting, forecasting, and P&L responsibility.

•Expertise in process improvement methodologies (e.g., Lean, Six Sigma).

•Excellent stakeholder management and client relationship skills.

•Ability to develop and execute strategic operational plans aligned with business objectives.

•Strong analytical and problem-solving capabilities.

•Experience in change management and implementing organizational improvements.

•Demonstrated ability in talent development for global teams.

•High level of cultural awareness and ability to work effectively in diverse environments.

•Proficiency in operational and business tools, including automation and digital solutions.

•Ability to handle crises and ensure business continuity.