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Site Leadership Role

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia HCLTech Full time

HCLTech seeks an experienced Operations Manager to lead its BPO site. The successful candidate will be responsible for driving operational excellence, developing a high-performing team, and building strong relationships with clients.

About the Role:

This is an exciting opportunity for a seasoned professional to join our team and make a significant impact on our business. As the Site Lead, you will have the opportunity to shape the future of our BPO site, drive growth, and contribute to the company's success.

  • Leadership and Team Management: Develop and implement effective leadership strategies to drive team performance and achieve operational goals.
  • Client Relationship Building: Foster strong relationships with clients, understand their needs, and provide tailored solutions to meet their expectations.
  • Operational Efficiency: Analyze current processes, identify areas for improvement, and implement changes to increase productivity and reduce costs.

Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field (preferred).
  • 5–8 years of BPO industry experience, including 3+ years in a leadership role.
  • Understanding of BPO operations and metrics, and proficiency in managing large-scale operations.
  • Ability to manage and inspire large teams, resolve conflicts, and foster collaboration.
  • Strong verbal and written communication, negotiation, and client management skills.
  • Ability to analyze data, address challenges, and find solutions.
  • Commitment to client satisfaction and relationship building.
  • Visionary mindset and competence in strategic initiatives.
  • Familiarity with CRM tools, workforce management software, and financial reporting tools.
  • Professional certifications in process improvement (e.g., Six Sigma) or management (e.g., PMP) are an advantage.