BPO Senior Director

About the role

The BPO Senior Director leads the end‑to‑end operation of the Business Process Outsourcing unit, shaping mid‑to‑long‑term strategies and ensuring financial and operational excellence. This senior leader works closely with senior stakeholders to drive growth, improve service quality, and expand the company’s telecom‑focused offerings.

Key responsibilities

• Design and implement mid‑to‑long‑term operating strategies and tactics.
• Achieve operational and financial targets across the assigned business unit.
• Plan, direct, and coordinate operational activities using established organizational design.
• Initiate and nurture customer relationships, define project scope, develop proposals, and deliver executive presentations.
• Lead decision‑making on operating procedures, workflow, and overall department quality.
• Guide direct reports in executing functional and business‑unit plans.
• Negotiate and influence key stakeholder relationships.
• Identify growth opportunities by researching emerging trends and recommending new offerings.
• Drive automation and service digitisation initiatives.

Required profile

• Graduate degree or higher.
• 15+ years of relevant experience, including 10+ years in business development and leadership.
• Proven expertise in the telecom industry, covering customer service, upselling, cross‑selling, retention and debt management.
• Strong background in CX, customer relationship management, people and project management.

Required skills