Associate General Manager-Operations- BPO Team
Sopra SteriaMatch Score
Against your primary resumeLogin to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Protocol Intelligence
Data-driven signals on your job's competitivenessStrong employer brand and senior BPO role yield moderate competition among experienced operations leaders.
Role requires deep BPO operations, large-team and UK client experience, limiting cross-industry transferability.
Explicit 14–20 years, 150+ FTE management, SLA/KPI and P&L mandates increase shortlisting rigidity.
Job Description
Structured overview of role & requirementsAbout This Role
Lead end-to-end delivery for UK Delivery Unit covering Safe Dig, Streetworks, Telecom, and related operations ensuring operational excellence and client satisfaction.
Act as second-in-command to Delivery Head, serving as primary client interface and escalation lead when required, driving strategic initiatives and seamless delivery across service towers.
Drive P&L performance including cost optimization, productivity, support contract renewals, pricing, underwriting, and digital transformation initiatives involving AI, RPA, and analytics.
Minimum Requirements
12+ years in BPS/operations delivery management with experience handling large multi-tower accounts.
Experience managing large teams (150+ FTEs or equivalent complexity) and established leadership, performance management, and retention skills.
Strong track record in SLA/KPI governance and operational excellence with commercial and financial acumen managing account financials and pricing models.
Education: Graduate or above; MBA preferred; Work Experience Required: 14-20 years total experience as per candidate persona.
Ideal Candidate Profile
Experienced in senior operational leadership roles within BPO/BPS managing complex multi-service accounts, ideally with exposure to UK Utilities, Telecom, and asset-based operations like Safe Dig and Streetworks.
Strong commercial thinker capable of independently running the account balancing BAU delivery with transformation agendas and thriving in client-facing, high-pressure environments.
Demonstrated ability to lead large teams, drive cost and margin improvements, manage escalation and stakeholder relationships at Director/VP level, and successfully deliver digital transformations including AI and automation.