Position Summary
The Head of Business Process Outsourcing (BPO) will lead the strategy, operations, and client delivery for the BPO division of Leader Group. This role is responsible for ensuring seamless client onboarding, managing large operational teams, delivering high-quality outsourced services, and driving continuous improvements in efficiency, technology, and customer satisfaction. The Head of BPO will act as the primary liaison between clients and internal operations, ensuring that service levels, KPIs, and business outcomes are consistently achieved.
Key Responsibilities
- Client Engagement & Project Handover
- Act as the main bridge between clients and internal teams during project initiation and transition.
- Understand client business needs, scope of outsourced processes, and service-level expectations.
- Oversee smooth handover from sales/pre-sales to delivery teams.
- People & Process Management
- Lead, manage, and allocate staff resources to ensure optimal project delivery.
- Oversee training and onboarding to align teams with client workflows and standards.
- Monitor staff performance, productivity, and compliance with KPIs and SLAs.
- Operational Delivery
- Ensure day-to-day service delivery meets deadlines, KPIs, and client requirements.
- Manage work schedules, shifts, and workloads effectively.
- Resolve operational challenges and escalations swiftly.
- Continuous Improvement & Efficiency
- Identify inefficiencies and implement process improvements.
- Introduce automation, reporting dashboards, and digital tools to optimize delivery.
- Drive cost efficiency while maintaining high service quality.
- Client Satisfaction & Reporting
- Build strong, trust-based client relationships by acting as a strategic partner.
- Deliver regular performance reports, insights, and recommendations to clients.
- Handle escalations and ensure proactive resolution of client concerns.
Qualifications & Experience
- Bachelor's degree in Business Administration, Management, or related field (MBA preferred).
- 12+ years of experience in BPO operations, with at least 5 years in a senior leadership role.
- Strong track record of managing large-scale outsourced operations in Saudi Arabia or GCC markets.
- Expertise in process management, KPI-driven delivery, and customer relationship management.
- Experience implementing technology solutions such as workflow automation, CRM, or reporting dashboards.
- Proven ability to lead, motivate, and manage cross-functional teams.
- Fluent in English; Arabic proficiency preferred.
Key Competencies
- Strategic leadership & vision
- Operational excellence & efficiency improvement
- Strong client relationship management
- Data-driven decision making
- Problem solving & crisis management
- Team leadership & staff development
