Overview
The General Manager (GM) will oversee the end-to-end operations of WBMO, ensuring smooth functioning, strategic growth, and high performance across all departments. This role requires an experienced BPO/BPM professional who has successfully managed operations of a 100+ employees with 7–8 Managers reporting directly to him with Minimum experience of 5+ Years in similar role. The ideal candidate must have strong experience working with North American clients, preferably within the Transportation & Logistics industry, and a proven track record of collaborating with senior leadership (CEO/VP/Director level).
The GM will provide strong leadership, drive operational excellence, maintain high-quality service delivery, and serve as a key liaison between internal teams and North American stakeholders.
Key Responsibilities
Performance Management & Operational Oversight
- Lead and supervise performance and operational efficiency across multiple departments, ensuring every team follows set processes and achieves expected outcomes.
- Develop, track, and manage KPIs, SLAs, and operational metrics to measure productivity, accuracy, timeliness, and overall service quality.
- Build and maintain performance dashboards and reporting mechanisms to ensure clear visibility into daily, weekly, and monthly performance outcomes.
- Continuously monitor department-wise performance, analyzing trends in productivity, attendance, time tracking, and workflow efficiency.
- Conduct weekly and monthly performance review initiatives, scheduling structured review meetings with team managers and department heads.
- Create and implement governance models to standardize how teams operate, ensuring consistency, accountability, and compliance across all functions.
- Develop, update, and enforce SOPs (Standard Operating Procedures) to streamline processes, minimize errors, and improve execution standards across departments.
- Identify gaps in operations and initiate process improvement strategies to increase efficiency, reduce turnaround times, and improve SLA adherence.
Reporting & Analytics
- Design, maintain, and enhance weekly, monthly, and quarterly performance dashboards, integrating data from multiple systems and departments.
- Conduct deep analytics of departmental performance, staffing utilization, workforce planning, output quality, and operational bottlenecks.
- Gather and consolidate reports from all department heads into one structured, executive-ready presentation.
- Prepare and deliver executive-level performance reports, insights, and presentations for leadership review.
- Provide data-backed recommendations for operational improvements, workforce planning, and performance enhancement.
- Analyse trends to predict future needs, identify risks, and guide leadership in strategic decision-making.
Cross-Department Coordination
- Provide strategic oversight and hands-on involvement across multiple departments:
- Finance
- IT
- HR & Recruitment
- Dispatch
- Work Order Data Processing / Back-office Operations
Client & Executive Interaction
- Serve as the primary point of escalation for performance-related discussions between clients and internal management.
- Interact regularly with CEO, VP, Directors, and senior leadership, presenting updates, raising concerns, and sharing insights.
- Lead structured performance update meetings with upper management and external client stakeholders.
- Provide clear, action-oriented recommendations to optimize processes, improve service quality, and strengthen client confidence.
- Translate client expectations into operational plans and ensure consistent delivery within agreed SLAs.
Change Management & Continuous Improvement
- Identify structural inefficiencies, recurring issues, and gaps in the current operational setup.
- Develop comprehensive improvement plans and ensure their execution by coordinating across multiple teams.
- Standardize workflows, performance practices, and reporting models to create uniformity across all departments.
- Lead performance improvement and corrective action plans, ensuring teams follow through with measurable improvements.
- Train, coach, and mentor team leads and department heads to strengthen leadership capabilities and improve team performance.
- Ensure change management initiatives are executed smoothly, with clear communication and measurable results.
Required Experience
- 5+ years of similar experience in operations management, PMO, business performance, BPO, or shared services.
· Regularly interact with CEOs, VPs, Directors, and senior operational leadership.
- Overall Experience required 10+ years
- Strong background in logistics, transportation, freight, dispatch, warehousing, supply chain or Shipping line is highly preferred.
- Mandatory experience in BPO or outsourcing operations.
- Proven experience working closely with executive-level leadership (CEO, VP, Director) on operational updates, performance reviews, and strategic planning.
- Demonstrated ability in data-driven performance management, operational analysis, and process optimization.
Technical & Professional Skills
- Advanced skills in Microsoft Excel (pivot tables, dashboards, advanced formulas, data validation, automation).
- Strong expertise in PowerPoint and the ability to create professional, executive-level presentations.
- Experience working with data visualization and dashboard tools such as Power BI, Tableau, or similar platforms.
- Excellent command of written and spoken English to interact confidently with leadership and clients.
- Strong leadership presence with the ability to enforce performance standards, challenge teams, and drive accountability.
- Experience in workflow mapping, SLA monitoring, and performance metric design.
- Understanding of Indian Compliances, liasoning with govt officials,
- Leads organizational change by identifying inefficiencies, streamlining processes, driving performance improvements, and training teams for continuous growth.
- Act as the senior point of contact for performance escalation between the client and internal leadership.
- Regularly interact with CEOs, VPs, Directors, and senior operational leadership.
- Lead structured update meetings with upper management and client stakeholders.
- Provide recommendations and action plans to improve operational efficiency.
Personal Attributes
- Highly organized, structured, and methodical in managing tasks and priorities.
- Confident communicator and presenter, comfortable engaging with senior leadership.
- Analytical mindset with a sharp eye for detail and accuracy.
- Ability to manage multiple responsibilities and deadlines simultaneously.
- Comfortable conducting direct, honest, and sometimes difficult conversations to ensure performance alignment.
Educational Qualifications
- MBA (Operations / General Management preferred) OR Postgraduate degree in Management / Commerce / Business Analytics
- Additional certifications in Operations Management, Business Analytics, Lean, Six Sigma, PMO, or Supply Chain are an added advantage.
Employment Details
- Full-time, senior-level position with leadership responsibility across multiple operational departments.
- Salary bracket 20 Lacs-24 lacs depends upon candidate
- Comfortable working the night shift from 7:00 PM to 4:00 AM Indian time IST (8:30 AM to 5:30 PM EST), Monday to Friday, from the Gurgaon office. Willing to adjust timings as required based on project deadlines and business needs.
- Should be available on Saturday Sunday for the discussion meetings with management.
- Flexible to work on Indian holidays, with compensation, while observing the official Canadian holiday calendar
- Office-based role requiring daily coordination, supervision, and cross-functional interaction with all internal teams.
- Competitive compensation and benefits aligned with industry and market standards.
- Opportunity to work closely with executive leadership (CEO/VP/Directors) and influence company-wide operational strategies.
- Exposure to North American clients, providing international operational and communication experience.
- Growth-oriented environment with opportunities to lead new initiatives, build processes, and shape organizational performance frameworks.
- Stable, long-term role with responsibility for driving performance, governance, and operational excellence.
- Access to company resources, tools, and professional development support for continuous learning.
- Role requires a strong on-the-floor presence, active engagement with team managers, and direct oversight of performance execution.
Job Type: Full-time
Pay: ₹2,000,000.00 - ₹2,400,000.00 per year
Benefits:
- Food provided
- Health insurance
- Paid time off
- Provident Fund
Work Location: In person
