Business Operations Manager

Key Responsibilities

1. Daily Operations & Team Management

• Oversee the day-to-day operations of assigned BPO teams and ensure smooth service delivery.
• Manage daily operational requests, approvals, escalations, attendance, leaves, and other team activities.
• Monitor workload, productivity, utilization, and resource capacity.
• Ensure processes and client requirements are consistently followed.
• Identify operational issues and implement corrective actions.
• Coordinate with internal departments such as HR, Recruitment, Finance, and IT when required.

2. Performance & KPI Management

• Define, track, and review team KPIs and SLAs in line with client requirements.
• Monitor individual and team performance and address performance gaps.
• Conduct regular 1:1s, coaching sessions, performance reviews, and feedback discussions.
• Develop and follow performance improvement plans where required.
• Recognize high performance and support employee engagement and retention.
• Ensure team members have the knowledge, tools, and support required to meet expectations.

3. Client Relationship Management

• Act as the primary operational contact for client managers and stakeholders overseeing the BPO resources.
• Maintain strong day-to-day relationships with client management.
• Conduct regular client meetings to review performance, priorities, challenges, and upcoming needs.
• Manage client requests, concerns, and escalations through to resolution.
• Ensure client expectations are clearly communicated to the delivery team.
• Gather client feedback and translate it into actionable improvements.

4. Account Growth & Expansion

• Understand the client's business, operations, and evolving requirements.
• Proactively identify upselling, cross-selling, and resource expansion opportunities.
• Identify additional processes or functions that could be transitioned to the BPO team.
• Work with the Unit Manager and commercial teams to develop and pursue expansion opportunities.
• Support proposals, pricing discussions, and client presentations when required.
• Support in talent acquisition and candidate interviews for expansion opportunities within their accounts.

5. Reporting & Business Management

• Provide a weekly operational update to the Unit Manager covering:
• Team headcount and capacity
• KPI / SLA performance
• Client satisfaction and feedback
• Attendance and attrition
• Performance and coaching activities
• Operational issues and escalations
• Risks and action plans
• Expansion opportunities
• Maintain accurate operational and performance records.
• Escalate significant operational, financial, or client risks in a timely manner.

Requirements

• 4–7 years of experience in BPO, shared services, outsourcing, or service delivery.
• Fluency in English and excellent communication skills
• Previous experience managing teams and client-facing operations.
• Strong understanding of operational KPIs, SLAs, productivity, and workforce management.
• Strong people-management, coaching, and performance-management skills.
• Excellent communication and stakeholder-management skills.
• Ability to manage multiple priorities and resolve operational issues effectively.
• Experience working with international clients is a plus.