Director of Operations

Maximize Your Impact with Teleperformance
Welcome to Teleperformance, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion in annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

Want to maximize your impact and earnings? Join our Business Development team, where you will have access to multiple tools that will leverage your potential.

• Diverse solutions & verticals: Boost your quota & earnings across multiple verticals, such as Insurance, Technology, Banking & Financial Services, Digital Ads, and more
• Global reach: Sell across multiple locations & languages, broadening your portfolio.
• Digital solutions leader: Leverage our expertise in AI, omnichannel solutions, and customer satisfaction.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity
As the Director of Operations for the BFSI (Banking, Financial Services, and Insurance) domain within a BPO (Business Process Outsourcing) industry, you will be responsible for overseeing the operational activities, ensuring efficiency, and driving the strategic goals of our BFSI services. This role demands a seasoned professional with extensive experience in managing large teams and intricate BFSI processes.

The Responsibilities

• Lead and manage the day-to-day operations of the BFSI domain, ensuring high-quality service delivery and operational efficiency.
• Develop and implement strategic plans to improve operational effectiveness and meet the company's long-term goals.
• Oversee a large number of FTEs (Full-Time Equivalents), fostering a culture of excellence and continuous improvement.
• Maintain strong relationships with BFSI clients, understanding their needs and ensuring their satisfaction.
• Ensure all operations comply with industry regulations and internal policies. Identify potential risks and implement mitigation strategies.
• Establish and monitor key performance indicators (KPIs) to track operational success and identify areas for improvement.
• Oversee the budgeting process, monitor expenditures, and ensure cost-effective operations.
• Leverage technology and innovation to enhance operational processes and service delivery.
• Implement comprehensive training programs to develop the skills of the operations team and ensure they are equipped to meet client demands.

The Qualifications & Skills

• Extensive experience in managing operations within the BFSI sector is mandatory. A deep understanding of banking, financial services, and insurance processes is crucial.
• Proven track record of leading and managing large teams, including the ability to inspire, motivate, and develop talent.
• Strong knowledge of BPO operations and industry best practices. Experience in optimizing processes for efficiency and effectiveness.
• Ability to develop and implement long-term strategic plans that align with business objectives.
• Excellent client relationship management skills with a focus on understanding and meeting client needs.
• In-depth understanding of regulatory requirements and risk management practices within the BFSI domain.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Experience in managing budgets and financial planning, ensuring cost-effective operations.
• Familiarity with the latest technologies and tools used in BPO operations, including automation and data analytics.
• Excellent verbal and written communication skills, with the ability to effectively interact with stakeholders at all levels.
• Professional certifications related to BFSI or operations management (e.g., PMP, Six Sigma) are a plus.
• Ability to adapt to a fast-paced and ever-changing business environment.
• A penchant for innovation and continuous improvement.
• Experience in managing operations at a global level is advantageous.

Pre-Employment Screenings
By Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion
At Teleperformance, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.