Division Head / Director

One of our clients is setting up a dedicated BPO process in India to support sales and customer engagement operations. To lead this initiative, client is seeking an experienced Division Head / Director. The candidate should be from TriCity (Chandigarh, Mohali, Panchkula) region and should hold experience of working in large BPOs like Concentrix, eClerx, TelePerformance, Airtel, etc. especially in UK-process.

Role Overview:

The Division Head / Director will be responsible for building, leading, and scaling their India-based BPO operations. This is a senior leadership role with end-to-end accountability across process setup, people management, service, compliance, and technology enablement. The ideal candidate will have 15+ years of BPO industry experience, with a strong track record of managing UK-based clients and processes.

This role requires a visionary leader with both strategic oversight and hands-on execution capabilities to ensure a smooth kickstart and sustainable growth of the India operations.

Key Responsibilities:

1. Process Setup & Strategy:

• Define and implement the operating model for clients India BPO division, aligned with UK business requirements.
• Lead the setup of infrastructure, tools, technology platforms, and workflows to ensure seamless operations.
• Establish governance frameworks, SOPs, SLAs, and KPIs for UK processes.

2. Client Engagement & Delivery:

• Act as the primary leadership interface for clients UK headquarters and clients.
• Ensure consistent, high-quality delivery of inbound, outbound, and chat support services.
• Monitor and continuously improve service levels, customer satisfaction (CSAT), and first-call resolution (FCR).

3. People Leadership & Talent Management:

• Build and scale the India team, starting from an initial 5-member setup to larger headcount as business grows.
• Recruit, train, and mentor team members to align with client’s standards of excellence.
• Foster a culture of accountability, performance, and British English communication fluency.

4. Operations & Compliance:

• Oversee day-to-day operations across shifts (including UK business hours and extended evening support).
• Ensure compliance with UK data protection regulations, including GDPR standards.
• Manage risks, escalations, and ensure business continuity planning (BCP/DR).

5. Growth & Transformation:

• Identify opportunities for process automation, efficiency, and digital enablement.
• Scale operations based on business demand and evolving UK market requirements.
• Provide regular business reporting, financial forecasting, and operational insights to their leadership team.

Required Qualifications & Experience

• 15+ years of experience in the BPO/Call Centre industry, with significant exposure to UK-based client processes.
• Proven leadership experience at a Division Head, Director, or Senior Delivery Leader level.
• Strong expertise in setting up new processes from scratch – including people, tools, and governance.
• Demonstrated ability to manage end-to-end P&L responsibility and drive operational excellence.
• In-depth knowledge of UK customer expectations, compliance frameworks, and cultural nuances.
• Experience in sales operations and customer engagement processes is highly desirable.
• Strong stakeholder management, communication, and problem-solving skills.

Key Competencies

• Strategic vision with execution focus
• Strong leadership & team-building capabilities
• Excellent communication in British English
• Results-driven and client-focused mindset
• Ability to scale and transform operations in a fast-growing environment

Work Location & Shifts

1. Location: India (with flexibility to travel to UK HQ when required)
2. Shifts: 9:00 AM – 6:00 PM BST

   Role & responsibilities