Head of Operations – Banking & Financial Services BPO

About the role

We are seeking an experienced operational leader to own a large‑scale Banking and Financial Services operation within a fast‑paced outsourced BPO environment. The role combines strategic client partnership, financial stewardship, and people leadership to ensure all contractual obligations are met.

Key responsibilities

• Lead a large‑scale customer service operation.
• Drive SLA, quality, productivity, and customer experience performance.
• Manage senior client relationships and executive stakeholder engagement.
• Deliver financial and commercial objectives.
• Promote operational excellence, continuous improvement, and business growth.

Required profile

• Minimum 6 years of contact centre operations management experience.
• At least 2 years in a senior operational leadership role.
• Proven track record managing large‑scale operations (300+ FTE preferred).
• Experience within an outsourced BPO environment.
• Experience managing international clients and operations.
• Strong client, commercial, financial, and people leadership capability.
• Ability to thrive in a fast‑paced, performance‑driven setting.

Required skills