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Outsourcing Solutions Hybrid / Operational Hub Full-Time
Outsourcing Operations Delivery Manager
Oversee dedicated business process and client support pods, ensuring stringent SLA adherence, productivity benchmarks, and operational quality.
Key Responsibilities
- Manage the day-to-day delivery, capacity planning, and SLA achievement for dedicated client pods
- Design robust Standard Operating Procedures (SOPs) and quality assurance monitoring protocols
- Lead team onboarding, continuous skills development, and performance evaluations
- Prepare transparent weekly operational telemetry and participate in client governance reviews
Candidate Qualifications & Background
- 5+ years of experience leading business process outsourcing (BPO) or shared services operations
- Demonstrated ability to maintain 99%+ SLA compliance in fast-paced client-facing environments
- Strong process engineering mindset with Lean or Six Sigma exposure preferred
- Proven leadership capability in managing and mentoring distributed operational teams
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