Associate Director – BPO Operations

17 hours ago

Ayala Alabang, National Capital Region, Philippines LanceSoft, Inc. Full time ₱2,500,000 - ₱5,000,000 per year

Company Description

LanceSoft, established in 2000, is a leader in delivering Global Workforce Solutions and IT Services to a diverse array of clients. A Certified MBE and Woman-Owned organization, LanceSoft is committed to cultivating global connections that benefit both employees and clients. The company provides a range of services, including staffing, payrolling, RPO, program/project management, and engineering solutions, serving industries such as Banking, Technology, Healthcare & Life Sciences, Telecom, and Energy. With a team of over 5,000 professionals supporting 110+ enterprise clients worldwide, LanceSoft operates globally, with its headquarters in Herndon, VA, and regional offices across North America, Europe, Asia, and Australia. Additionally, LanceSoft strengthens its client service capabilities with nine delivery centers in India.

Role Description

This is a full-time, on-site role as an Associate Director – BPO Operations, based in Muntinlupa or any related locations. The responsibility includes managing overall BPO operations, driving process improvements, and ensuring operational excellence to meet organizational and client objectives. The role involves overseeing business performance, managing teams, ensuring client satisfaction, and adhering to compliance standards. The Associate Director will also focus on team development, workforce planning, and leveraging data to inform decision-making.

Job Description:

Operational Leadership

  • Oversee end-to-end delivery of multiple accounts or business units, ensuring adherence to SLAs, KPIs, and client expectations.
  • Develop and implement operational strategies that drive efficiency, service quality, and profitability.
  • Lead the execution of performance improvement initiatives across teams, leveraging data-driven insights.
  • Ensure process compliance, workflow optimization, and risk mitigation across operational functions.

Client & Stakeholder Management

  • Serve as a key point of contact for clients; build and maintain strong business relationships.
  • Participate in QBRs (Quarterly Business Reviews) and client meetings to review performance, identify opportunities, and ensure satisfaction.
  • Collaborate with clients on operational planning, process improvements, and innovation initiatives.

People & Leadership

  • Manage and mentor Operations Managers, Team Leads, and support teams to achieve individual and organizational goals.
  • Foster a high-performance culture through coaching, recognition, and talent development.
  • Partner with HR for workforce planning, hiring, and succession planning.
  • Promote employee engagement, retention, and career growth within the organization.

Financial & Strategic Management

  • Own the P&L for assigned accounts or verticals.
  • Monitor and control operating costs, ensuring alignment with budget targets.
  • Prepare and present business performance reports and forecasts to executive leadership.

Process Excellence & Transformation

  • Champion continuous improvement and operational excellence initiatives.
  • Work closely with Quality, Training, and WFM to improve accuracy, efficiency, and service delivery.
  • Implement automation and digital tools to enhance productivity and reduce operational overhead.

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