Operations Manager – BPO

About the role

Rendeavour is launching a Business Process Outsourcing (BPO) division from the ground up and seeks an experienced Operations Manager to lead the establishment and management of BPO operations. The role focuses on delivering world‑class outsourcing solutions, ensuring seamless service delivery, operational excellence, and rapid scalability.

Key responsibilities

• Lead end‑to‑end setup of BPO operations, including infrastructure, processes, and team structures.
• Develop and implement operational policies, SOPs, and performance metrics for BPO and call‑center functions.
• Manage call‑center operations, covering call handling protocols, escalation procedures, and quality assurance.
• Ensure compliance with Payment Card Industry (PCI) standards and implement data‑security best practices.
• Oversee budgets, resource allocation, and cost‑optimization strategies.
• Create scalability frameworks for multi‑site or remote team expansion, including budgeting and resource planning.
• Develop business continuity and disaster‑recovery plans.
• Identify and implement technology solutions to enhance efficiency and scalability.
• Recruit, train, and manage a high‑performing operations team, designing onboarding and continuous‑learning programs.
• Monitor KPIs and SLAs, driving continuous improvement and operational efficiency.

Required profile

• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s preferred).
• At least 7 years of experience in BPO operations, with a minimum of 3 years in a leadership role.
• Proven track record of setting up and scaling BPO operations.
• Strong understanding of BPO processes, KPIs, and compliance requirements.
• Experience managing call‑center operations and developing SOPs.
• In‑depth knowledge of PCI Data Security Standard requirements and secure‑environment implementation.
• Excellent leadership, communication, and stakeholder‑management skills.
• Proficiency with operational tools and technologies.