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Ocrolus East

Compare

3.5

based on 181 Reviews

10 Ocrolus East Jobs

Senior Director / VP of Operations

Ocrolus

3.5

based on 181 Reviews

15-20 years

Noida

1 vacancy

Senior Director / VP of Operations

Ocrolus East

posted 5d ago

Job Role Insights

Flexible timing

Key skills for the job

BPO Customer Service Automation Testing Risk Management Change Management Financial Services

+ 3 more

Job Description

We are seeking a dynamic and results-driven Senior Director/Vice President of Operations with extensive experience in the BPO industry. The ideal candidate will have a proven track record of leadership in managing large-scale operations, including overseeing teams of 1000+ employees. This strategic leadership role requires a visionary who can drive operational excellence, streamline processes, and lead high-performing teams to deliver exceptional results in a fast-paced and growing organization.
As a VP of Operations, you will be at the forefront of driving innovation and operational excellence in our organization. You will work with an executive team that is committed to creating a high-performing, customer-centric culture.
This is an exciting opportunity to leave a lasting impact while leading large-scale operations in a dynamic and fast-growing environment

Key Responsibilities:

Operational Leadership: Provide overall leadership and direction for the operations function, ensuring that all business units are aligned with company goals and objectives. Oversee daily operations of multiple departments and teams with a focus on efficiency, cost management, and performance excellence.
Team Management: Lead and manage a large, diverse team of 1000+ employees, fostering a culture of collaboration, accountability, and continuous improvement. Develop and implement strategies for talent development, performance management, and employee engagement.
Strategic Planning & Execution: Work closely with senior leadership to define long-term operational strategies. Identify areas for operational optimization, cost reduction, and scalability while ensuring high-quality service delivery to clients.
Process Improvement & Innovation: Continuously assess and improve business processes to drive productivity and ensure service excellence. Implement best practices, tools, and technology solutions to enhance operational efficiency and customer satisfaction.
Client Relationship Management: Partner with key clients to understand their operational needs and deliver customized solutions. Ensure that the operation meets or exceeds client expectations for quality, delivery, and customer service.
Financial Management: Oversee budget development, cost control, and financial performance of operations. Provide regular reports to the executive team on financial metrics, operational KPIs, and project progress.
Change Management: Lead organizational change initiatives, ensuring smooth transitions and adaptation to new business processes, technologies, and strategies.
Risk Management & Compliance: Ensure all operations are in compliance with industry regulations, company policies, and client contracts. Develop risk management strategies and contingency plans to mitigate potential operational disruptions.

Qualifications:

Experience: Minimum of 15+ years in operations leadership, with at least 5 years at a senior executive level (VP, Director, etc), specifically within the BPO industry.
Team Management: Proven experience managing and scaling operations teams of 1000+ employees across multiple functions or locations.
Leadership Skills : Strong, inspiring leadership capabilities with the ability to mentor, guide, and motivate large teams to achieve business objectives. Expertise in building and maintaining high-performance cultures.
Industry Expertise : Deep understanding of the BPO sector, including processes, technologies, and best practices. Experience with customer service, back-office operations, or technical support teams is highly preferred.
Strategic Thinking: Ability to see the big picture while also focusing on tactical execution. Strong business acumen with a history of driving business growth and operational improvements.
Communication Skills: Exceptional verbal and written communication skills, with the ability to engage and influence stakeholders at all levels, including executive teams and clients.
Education : A Bachelor s degree is required; a Master s degree in Business Administration or a related field is preferred.