Lead the operational transformation of BPO services using AI, automation, and digital platforms.
Drive the implementation of intelligent service frameworks that adapt to customer needs and channel preferences.
Ensure seamless rollout and embedding of strategic initiatives across operations, including agent enablement, reporting, planning, and client collaboration.
Champion workforce transformation through role redesign, upskilling, and cultural change.
Collaborate with internal and external stakeholders to ensure successful delivery and measurable impact.

Minimum 5+ years in operations leadership within BPO or business process management.
Proven experience in managing AI/automation-led transformation projects.
Strong stakeholder management and client engagement skills.
Proficiency in Microsoft Office Suite, including MS Project, Visio and Co Pilot.
Experience with hyperscaler platforms (AWS, Salesforce) and AI tools preferred.
Excellent communication, presentation, and change leadership capabilities.

Operations Director

Key skills