Job Description

Job Title: General Manager Operations (Government Projects BPO) Location: Noida, Sec 2 Experience: 12+ years (with significant experience in managing government/BFSI/public sector BPO projects) Employment Type: Full-Time Working Mode: 5.5 Days, Work from Office Job Summary: We are seeking a highly experienced and strategic General Manager – Operations to lead the delivery and growth of government sector BPO projects. The ideal candidate will have a deep understanding of government processes, compliance frameworks, and high-volume service delivery. This role demands strong operational leadership, stakeholder management, and the ability to drive service excellence in a highly regulated environment. Key Responsibilities: Oversee end-to-end operations for government BPO projects, ensuring SLAs, KPIs, and compliance requirements are consistently met. Lead large-scale teams across multiple locations to deliver public-facing services with a focus on quality, efficiency, and customer satisfaction. Ensure full compliance with government regulations, data privacy mandates, and audit protocols. Liaise effectively with government authorities, public sector clients, and internal stakeholders to build trust and long-term relationships. Drive operational excellence through continuous improvement, automation, and process optimization. Develop strategic plans to scale operations, manage costs, and ensure profitability of government contracts. Manage risk, implement robust governance frameworks, and oversee incident management protocols. Work closely with project management, HR, technology, and quality teams to ensure aligned execution across departments. Prepare and present operational dashboards, financial reports, and strategic updates to senior leadership and clients. Key Requirements: Proven track record (12+ years) in BPO operations, with at least 5 years in managing large-scale government/public sector projects. Deep knowledge of government e-governance programs, digital initiatives, and citizen service delivery frameworks. Strong understanding of contract management, service level governance, and public procurement processes. Excellent leadership, interpersonal, and stakeholder engagement skills. Strong analytical and problem-solving capabilities. Experience with compliance standards such as ISO, CMMI, GDPR, etc. Educational Qualifications: Bachelor’s degree in Business, Public Administration, or related field (MBA or equivalent preferred). Preferred Attributes: Strong decision-maker with a focus on impact and accountability. Ability to manage diverse teams in high-pressure, high-stakes environments. Proactive, ethical, and results-driven leadership style. Regards Sangeeta Anand sangeeta.anand@iccs.in