Head Business Process Outsourcing (BPO)

Role & responsibilities

The BPO Head will be responsible for overseeing and driving the overall operations of the Business Process Outsourcing division, ensuring operational excellence, profitability, and client satisfaction. The ideal candidate must possess strong experience in end-to-end SAP processes (preferably for Third Party Outsourcing TPO business) and should have hands-on exposure to transition management, automation, process optimization, and P&L management.

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: 12 – 18 Years (Minimum 5 years in a leadership role managing large-scale BPO operations)