BPO Senior Manager

Req ID: 372127 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a BPO Senior Manager to join our team in Dubai, Dubayy (AE-DU), United Arab Emirates (AE).

BPO Senior Manager (Hybrid)
Dubai, United Arab Emirates
Competitive Salary & Benefits

Role Overview
The Senior Manager – Operations is responsible for leading end-to-end service delivery within a BPO environment, ensuring operational excellence, efficiency, and alignment with client and business objectives. This role focuses on performance management, data-driven decision-making, process optimization, and building high-performing teams.

Key Responsibilities

• Oversee daily operations to ensure achievement of SLAs, productivity, quality, and customer satisfaction targets.
• Manage large-scale teams, including team leaders, ensuring high performance and accountability.
• Lead workforce planning, capacity management, and resource allocation to meet business demands.
• Monitor and analyze KPIs (AHT, SLA, productivity, quality, CSAT) and implement corrective actions.
• Develop and execute operational strategies to drive efficiency and scalability.
• Conduct performance reviews, cost-benefit analyses, and capacity planning.
• Prepare and present performance reports, dashboards, and insights to senior leadership.
• Identify and implement continuous improvement initiatives to optimize processes and reduce costs.
• Drive data analysis and trend identification (volumes, productivity, resource utilization).
• Lead change management initiatives and support organizational transformation.
• Ensure compliance with industry regulations, quality standards, and internal policies.

Experience:

• 10+ years of experience in BPO/operations, with 5+ years in a leadership role.
• Proven track record in strategic planning, performance management, and process improvement.
• Experience in budget management, cost control, and financial decision-making.
• Demonstrated success in leading high-performing teams and achieving business targets.

Technical & Analytical

• Strong proficiency in Microsoft Office Suite and business tools.
• Advanced ability to analyze data, create reports, and present actionable insights.
• Ability to evaluate operational trends (volumes, patterns, productivity, resource allocation).
• Knowledge of Gen AI, SAP, Navigator, or similar systems is an advantage.

Leadership & Stakeholder Management

• Strong ability to influence stakeholders across all organizational levels.
• Proven experience in team leadership, coaching, and performance management.
• Experience in driving change management and transformation initiatives.

Communication & Interpersonal

• Excellent communication, presentation, and reporting skills.
• High emotional intelligence (EQ) with the ability to handle complex team and operational challenges.
• Strong problem-solving and decision-making abilities in a fast-paced environment.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

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