Head of Operations

Head of Operations | Banking & Financial Services | International BPO

We are looking for an experienced operational leader to take ownership of a large-scale Banking and Financial Services operation within a fast-paced outsourced BPO environment.

The successful candidate will be responsible for driving operational performance, client partnership, financial results, and people leadership while ensuring the delivery of all contractual obligations.

This role requires a commercially minded leader with a proven track record of managing large-scale contact center operations, leading through multiple layers of management, and building strong client relationships.

What You'll Be Responsible For

• Leading a large-scale customer service operation
• Driving SLA, quality, productivity, and customer experience performance
• Managing senior client relationships and executive stakeholder engagement
• Delivering financial and commercial objectives
• Driving operational excellence, continuous improvement, and business growth

What We're Looking For

• Minimum 6 years Contact Centre Operations Management experience
• Minimum 2 years in a senior operational leadership role
• Proven experience managing large-scale operations (300+ FTE preferred)
• Proven experience within an outsourced BPO environment
• Experience managing international clients and operations
• Strong client, commercial, financial, and people leadership capability
• Ability to operate in a fast-paced, performance-driven environment

If you've successfully led large contact centre operations and thrive in a fast-paced environment where operational excellence matters, we'd like to hear from you.