Head Business Process Outsourcing (BPO)

Role & responsibilities

BPO Head

Key Responsibilities:

Operational & Strategic Leadership

• Lead, plan, and manage end-to-end BPO operations across multiple business verticals.
• Define and execute the strategic roadmap for business process outsourcing, aligning with company objectives.
• Ensure SLA/KPI adherence, productivity targets, and continuous improvement across all processes.
• Manage and optimize service delivery through effective resource allocation and process automation.

SAP & Process Management (Specific to TPO Business)

• Oversee

  end-to-end SAP operations

  , including Sales Order creation, Purchase Order processing, Invoice Management, and Payment Reconciliation.
• Ensure smooth SAP integration and reporting between client systems and internal operations.
• Coordinate with IT and process excellence teams for

  SAP customization, workflow automation, and issue resolution

  .
• Monitor and audit SAP transaction accuracy, master data management, and process compliance.

People & Performance Management

• Lead large cross-functional teams, ensuring engagement, performance, and retention.
• Build capability by training managers and team leads on process, system, and compliance.
• Foster a performance-driven culture through continuous feedback and development initiatives.

Client & Stakeholder Management

• Build and maintain strong relationships with key clients, ensuring customer satisfaction and retention.
• Conduct business reviews and governance meetings with clients and internal leadership.
• Identify and drive opportunities for upselling and business expansion within existing clients.

Financial & Compliance Management

• Drive operational profitability and ensure cost control within defined budgets.
• Manage P&L for BPO operations and ensure billing accuracy.
• Ensure full compliance with company policies, client requirements, and statutory regulations.

Required Skills & Competencies:

Technical Skills

• Expert knowledge in SAP

  hands-on experience in managing SAP-driven TPO business processes.
• Understanding of

  automation tools

  is an added advantage.
• Strong knowledge of

  BPO operations, transition management, and SLA frameworks.

Leadership & Business Skills

• Proven ability to lead large-scale operations
• Strong decision-making, analytical thinking, and conflict management skills.
• Excellent communication, client presentation, and stakeholder management abilities.
• Proficiency in

  process re-engineering, quality frameworks

  and business analytics.

Educational Qualification:

• Bachelor’s/ Master’s Degree in Business Administration, Operations, or related field.
• Certification in

  SAP

  (MM/SD/FICO) is highly desirable.

Experience Required: