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1 Vacancy
Job Description
Roles & Responsibilities
Job DescriptionThe Director of Operations is responsible for the overall performance and success of assigned client operations, ensuring profitability, operational excellence, adherence to service level agreements (SLAs), and high levels of client satisfaction. This role also supports revenue growth by fostering strong client relationships and driving continuous improvement across operational teams.
Primary Responsibilities
- Provide strategic leadership and oversight for day-to-day operations, client relationship management, and internal operational performance.
- Ensure effective communication, governance, and support processes that reinforce confidence in the organization s services and value proposition.
- Design, refine, and lead internal processes related to financial controls, operational reviews, and change management.
- Develop and manage annual operating plans and budgets aligned with business unit and corporate objectives, with a strong focus on performance, profitability, efficiency, and growth.
- Build and evolve organizational structure and staffing strategies to maximize operational effectiveness and meet the needs of clients, employees, and business stakeholders.
- Create and execute strategic operational plans that enhance financial outcomes and resource utilization, delivering timely, high-quality, customized solutions for clients.
- Monitor, analyze, and report on operational metrics, financial performance, and resource forecasts to support data-driven decision-making.
- Lead and participate in regular client business reviews (on-site and remote), providing insights, recommendations, and strategic guidance.
- Clearly define departmental strategies and performance expectations, managing goal-setting, budgeting, and performance processes for operational leadership teams.
- Ensure compliance with organizational policies and applicable legal and regulatory requirements while establishing standards for staffing levels and customer engagement practices.
Desired Candidate Profile
Proven track record overseeing business operations with strong emphasis on client relationship management and service delivery.
Strong client focus with the ability to understand and translate client business drivers into operational strategy.
Demonstrated success leading large, complex, enterprise-level teams.
Executive presence and strong decision-making, communication, and leadership skills; able to influence stakeholders across all levels.
Ability to navigate and lead effectively in dynamic or ambiguous environments.
Solid understanding of operational processes, information systems, and technology applications.
Excellent oral and written communication skills.
Skilled in identifying and resolving client issues in a manner that reinforces trust and partnership.
Financial management expertise, including P&L oversight, pricing models, budgeting, forecasting, and expense management.
Proficiency in core business software, including Microsoft Office (Word, Excel) and corporate collaboration systems.
Experience with capacity planning and workforce management.
Strong collaboration skills, including working closely with account management and cross-functional teams to ensure consistent execution and service delivery.
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- Administration
Keywords
- Director
- Operations
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Concentrix Corporation