Regional Operations Director

About the role

The Regional Operations Director will lead the delivery of multiple BPO programs, ensuring service excellence, client satisfaction and profitability. Reporting to senior leadership, you will oversee end‑to‑end operations across several accounts and drive continuous improvement.

Key responsibilities

• Lead and manage multiple BPO accounts/programs, ensuring compliance with client SLAs, KPIs and contractual obligations.
• Act as senior point of contact for key clients, conducting regular business reviews and maintaining strong relationships.
• Monitor operational metrics, analyse performance data and implement corrective actions to meet targets.
• Own P&L for assigned programs, drive cost optimisation and oversee budgeting and forecasting.
• Develop managers and team leaders, fostering a high‑performance culture and supporting hiring and succession planning.
• Identify process gaps, champion automation and digital initiatives, and drive innovation.
• Ensure adherence to policies, regulations and manage operational risks.

Required profile

• Bachelor’s degree in Business or a related field (MBA preferred).
• 10–15+ years of experience in the BPO industry.
• Proven track record of leading large, multi‑disciplinary teams.

Required skills