About this role
We are looking for an experienced APGM – Operations to lead BPM operations, with strong expertise in client delivery, operational metrics, cost management, people leadership, SLA governance, and continuous improvement .
The ideal candidate should have experience managing 200+ resources and be highly comfortable working with numbers, operational reports, dashboards, productivity metrics, financials, and performance analytics . Exposure to creative, graphic design, digital content, or other creative production environments will be an added advantage.
This is a Work From Office (WFO) role and requires strong on-site leadership and stakeholder engagement.
Key Responsibilities
Operations & Client Delivery
- Lead end-to-end operations for large-scale international BPO/creative programs with 200+ resources .
- Own operational performance, service delivery, productivity, quality, turnaround time, and client satisfaction.
- Ensure achievement of agreed SLAs, KPIs, productivity and quality targets .
- Drive daily, weekly and monthly operational reviews with internal and external stakeholders.
- Manage client communication, governance forums, business reviews and escalations.
- Act as the primary escalation point for critical operational and client issues.
Metrics, Reporting & Business Analytics
- Demonstrate strong command over numbers, MIS, dashboards, reports and operational analytics .
- Track and analyze key metrics including: Productivity
- Utilization
- SLA/TAT
- Quality
- Capacity
- Attrition
- Absenteeism
- Cost per transaction
- Revenue and margins
- Resource deployment
- Forecast vs. actual performance
- Translate operational data into actionable insights and business decisions.
- Prepare and present monthly/quarterly business reviews and management reports .
- Identify trends, performance gaps and opportunities for operational optimization.
Cost & Commercial Management
- Own operational cost management and drive cost optimization and productivity improvement .
- Monitor manpower utilization, capacity planning and resource deployment.
- Partner with finance and business teams on budgeting, forecasting and cost analysis .
- Identify opportunities to improve margins without impacting service quality or client experience.
People Leadership
- Provide strategic leadership to a large operations team of 200+ employees .
- Lead managers/team leaders and build a strong leadership pipeline.
- Drive employee engagement, performance management, capability development and succession planning.
- Monitor attrition and implement effective retention strategies.
- Create a culture focused on accountability, ownership, customer centricity and continuous improvement .
Creative / Graphic Operations
- Manage or support operations involving graphic design, creative production, digital content, marketing collateral, presentations, image/video content or other creative services .
- Understand creative production workflows, capacity planning, quality parameters and delivery timelines.
- Work closely with creative teams, project managers and clients to ensure timely and high-quality delivery.
- Balance creative quality with productivity, SLA, cost and commercial objectives .
- Exposure to tools, workflows or environments supporting creative/graphic operations will be an advantage.
Continuous Improvement
- Identify operational inefficiencies and lead process improvement, automation and productivity initiatives .
- Drive Lean/Six Sigma or other structured improvement initiatives where applicable.
- Standardize processes, workflows and reporting mechanisms across teams.
- Establish a data-driven operating culture focused on measurable business outcomes.
Required Experience & Skills
- 12+ years of overall experience , preferably in International BPO/ITES operations.
- Minimum 5+ years in senior leadership roles involving strategic and people leadership.
- Proven experience managing 200+ resources in a large-scale operations environment.
- Strong experience in client delivery and international client management .
- Excellent understanding of SLA, KPI, productivity, quality and operational governance .
- Strong analytical and numerical skills with hands-on experience in MIS, dashboards, reports and performance metrics .
- Strong exposure to cost management, capacity planning and resource optimization .
- Proven experience handling client escalations and complex operational issues .
- Strong people management, communication and stakeholder management skills.
- Strategic thinker with the ability to convert data into actionable business decisions.
- Experience in creative/graphic/digital content operations will be an added advantage.
- Strong presentation and business review skills.
- Proficiency in MS Excel, PowerPoint and reporting/dashboarding tools .
- Experience working with global clients and geographically distributed teams.
Key Competencies
Operational Leadership | Client Management | People Leadership | Cost Management | SLA & KPI Governance | MIS & Reporting | Data Analytics | Capacity Planning | Productivity Management | Escalation Management | Continuous Improvement | Creative Operations | Strategic Planning | Stakeholder Management
Key Success Metrics
- SLA & TAT adherence
- Productivity and utilization
- Quality performance
- Cost and margin improvement
- Client satisfaction
- Attrition and employee engagement
- Capacity utilization
- Revenue and operational efficiency
- Continuous improvement benefits
Work Location
Work From Office (WFO) – Mandatory