Program Manager

Operations Transformation Leader (BPO/KPO)

Role Overview
we are looking for a highly driven and assertive Operations Transformation Leader to join our elite “tiger team.” This role focuses on stabilizing and transforming client engagements within transaction processing environments across Hi-Tech, MRO, and BFSI domains.

This role will directly report into Principal.

You will play a critical role in diagnosing operational challenges, driving transformation initiatives, and delivering measurable improvements in service delivery, client satisfaction, and operational efficiency.

Key Responsibilities

Rapid Diagnosis & Stabilization

• Step into high-priority engagements facing delivery challenges or SLA breaches
• Conduct end-to-end diagnostics across people, process, technology, and governance

• Identify gaps in SOPs, controls, capacity planning, and execution discipline

  
  
  

  Client Engagement & Expectation Alignment

• Partner directly with clients to understand expectations and key pain points
• Use data-driven insights to align and recalibrate expectations where needed

• Build trust through structured recovery and stabilization plans
   

  Process Transformation & Execution

• Drive process standardization, re-engineering, and workflow optimization
• Implement quality frameworks, controls, and error-proofing mechanisms
• Identify and deploy automation opportunities (RPA, AI, workflow tools)
  People & Performance Management
• Diagnose capability gaps, productivity issues, and team dynamics
• Strengthen accountability and ownership with frontline managers
• Coach teams on SLA adherence, quality standards, and execution rigor
  Operational Excellence & Governance
• Establish KPI/SLA frameworks for productivity, quality, and turnaround time
• Drive governance cadence (daily reviews, weekly tracking, escalations)
• Benchmark performance against industry standards
  Capability Building
• Train teams on operational excellence, metrics, and process discipline
• Institutionalize best practices to ensure long-term sustainability
  Transition & Deployment
• Lead transformation engagements (typically 3–4 months)
• Ensure smooth handover with stabilized operations and trained teams
• Transition to the next critical engagement 

Experience & Qualifications

• 12–18+ years in operations, transformation, or consulting
• Proven experience in turning around underperforming operations

• Experience managing large delivery teams (100+ FTE preferred)

  Key Skills
  Strong problem-solving and root cause analysis expertise

• Assertive mindset with ability to challenge stakeholders constructively
• Deep BPO/KPO operations experience across relevant domains
• Strong understanding of RPA, AI, and workflow automation
• Excellent stakeholder management and executive communication skills
• Ability to thrive in fast-paced, high-pressure environments
  Success Metrics
• Reduction in SLA breaches and escalations
• Improved productivity, quality, and turnaround time
• Increased client satisfaction and retention
• Adoption of standardized processes and governance
• Sustained performance post-transition

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.