SUMMARY

The Business Development Manager is a critical leadership role responsible for overseeing the daily operations of the Business Process Outsourcing (BPO) division while ensuring alignment with financial goals and profit targets. This role combines operational excellence with financial acumen to drive efficiency, manage costs, and optimize profitability. The ideal candidate will be a strategic thinker with strong analytical skills, operational experience, and a proven track record of managing P&L in a BPO environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Operational Leadership:

• Oversee the day-to-day operations of the BPO, ensuring high-quality service delivery, client satisfaction, and operational efficiency.
• Implement and monitor operational KPIs to assess team performance and identify areas for improvement.
• Drive process optimization initiatives to improve operational workflow, reduce cycle times, and enhance customer experience.
• Ensure compliance with industry regulations, company policies, and client requirements.

Profitability and Financial Management:

• Own the Profit and Loss (P&L) for the BPO division, ensuring that revenue, cost, and profitability targets are met.
• Develop and implement strategies to optimize cost efficiency while maintaining service levels and client satisfaction.
• Analyze financial data to track profitability, identify risks, and develop actionable recommendations for business growth and financial stability.
• Collaborate with finance and accounting teams to prepare budget forecasts, monthly reports, and financial analyses.

Strategic Planning & Decision-Making:

• Work closely with senior management to align operations with the company’s strategic goals and long-term growth plans.
• Provide insights on market trends, client needs, and operational performance to shape business strategy and decision-making.
• Collaborate with sales and business development teams to identify opportunities for revenue growth and operational expansion.

Client and Stakeholder Management:

• Serve as the primary point of contact for clients, ensuring strong relationships, addressing concerns, and delivering client-focused solutions.
• Collaborate with key stakeholders internally and externally to drive operational efficiencies and enhance client satisfaction.
• Develop and manage Service Level Agreements (SLAs) and ensure contractual commitments are met.

QUALIFICATIONS

• Experience: 5+ years in a leadership role within a BPO or related industry, with hands-on experience managing operations and P&L.
• Education: Bachelor’s degree in Business, Finance, Operations Management, or a related field. An MBA is a plus.
• Financial Acumen: Strong understanding of P&L management, financial reporting, and budgeting.
• Operational Expertise: Proven track record of driving operational efficiency, managing service delivery, and improving processes.
• Leadership Skills: Experience leading cross-functional teams and managing diverse groups in a fast-paced environment.
• Analytical Skills: Ability to analyze complex data, generate actionable insights, and solve problems.
• Communication: Excellent verbal and written communication skills, with the ability to influence stakeholders and clients.
• Project Management: Strong project management skills with the ability to prioritize tasks, manage multiple projects, and meet deadlines.