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About the Role:We are seeking a dynamic and results-driven Operations Manager to lead end-to-end delivery for one or more BPO programs. This role demands a strategic thinker with hands-on expertise in resource planning, client relationship management, P&L ownership, and scaling operations through structured ramp-ups. The ideal candidate will be a strong people leader, commercially astute, and passionate about operational excellence.Key Responsibilities:Operational Leadership & Delivery- Drive day-to-day operations across multiple BPO programs, ensuring SLAs, KPIs, and quality metrics are consistently met or exceeded. - Implement governance frameworks for performance tracking, escalation management, and continuous improvement. - Lead root cause analysis and corrective action planning for operational gaps.Resource & Workforce Management- Forecast, plan, and optimize workforce capacity across shifts and geographies. - Collaborate with WFM and recruitment teams to ensure timely hiring, onboarding, and training. - Monitor productivity, shrinkage, and utilization to maximize efficiency.Client Engagement & Relationship Management- Serve as the primary point of contact for client stakeholders, ensuring transparency, trust, and alignment on goals. - Lead QBRs, performance reviews, and strategic planning sessions with clients. - Translate client feedback into actionable operational improvements.P&L Ownership & Financial Governance- Own the P&L for assigned programs, ensuring profitability through cost control, revenue optimization, and margin management. - Track and report on financial performance, variance analysis, and budget adherence. - Partner with finance and commercial teams on pricing, billing, and contract renewals.Ramp-Ups & Growth Enablement- Lead operational readiness for new business transitions, expansions, and seasonal ramp-ups. - Design scalable SOPs, training plans, and knowledge transfer frameworks. - Collaborate with cross-functional teams (HR, IT, Facilities) to ensure infrastructure and support readiness.Qualifications & Experience:- 8–12 years of BPO experience, with at least 3 years in an Operations Manager or equivalent leadership role. - Proven track record in managing large teams (100+ FTEs) across voice/non-voice processes. - Strong understanding of P&L levers, workforce planning, and client governance. - Experience in ramping up new programs or geographies is highly desirable. - Excellent communication, stakeholder management, and analytical skills. - Proficiency in MS Excel, PowerPoint, and operational dashboards; knowledge of WFM tools is a plus.What We Offer:- A high-impact leadership role with visibility across global clients and senior leadership. - Opportunities to drive transformation, innovation, and growth. - A collaborative, performance-driven culture with a focus on continuous learning.