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- Tasks: Lead and develop multi-account BPO operations, ensuring client satisfaction and operational excellence.
- Company: Join a dynamic team at ArvatoConnect, a leader in BPO services.
- Benefits: Enjoy a competitive salary, performance bonuses, private medical cover, and flexible family leave.
- Why this job: Make a real impact by driving growth and innovation in a high-stakes leadership role.
- Qualifications: Proven BPO leadership experience with strong financial and strategic acumen.
- Other info: Home-based role with travel to UK sites; excellent career advancement opportunities.
The predicted salary is between 80000 - 100000 ÂŁ per year.
UK Mainland | Home-based with regular travel required to ArvatoConnect UK sites. Contract: Permanent
We are seeking a BPO Operations Director, to lead and develop a multi-account environment across both Public and Private-sector clients. This is a high-impact leadership role, accountable for operational performance, client outcomes, and commercial delivery across a BPO portfolio. The role focuses on building and sustaining deep, long-term client relationships, fulfilling all contractual commitments, overseeing the assigned P&L as the accountable business owner, and identifying and maximising opportunities for organic growth.
You will operate as a key member of the senior leadership team, partnering closely with executive stakeholders to shape strategy, drive growth, and ensure consistent, high-quality delivery across all BPO accounts.
Your Impact:
- You will take full ownership of a portfolio of BPO accounts, balancing operational excellence with strategic growth and transformation.
- Own and deliver P&L performance across a multi-client BPO portfolio.
- Lead senior client relationships, acting as a trusted partner at C-suite level.
- Ensure operational excellence and governance, delivering against SLAs, KPIs, and regulatory requirements (including FCA and OFCOM).
- Drive organic growth, identifying and delivering high-value opportunities within existing clients and frameworks.
- Embed transformation and innovation, leveraging AI, automation, and digital solutions to enhance efficiency and scalability.
- Lead and develop senior operational leaders, building a high-performing, accountable structure.
- Partner cross-functionally with Sales, Solutions, and CX leadership to align delivery and growth strategies.
- As part of the senior leadership team, you will also provide continuity of operational leadership when required, ensuring stability, pace, and performance.
What Success Looks Like:
- Strong financial performance, delivering against P&L, revenue, and contribution targets.
- Growth in contract value and expansion across existing BPO accounts.
- Consistent achievement of operational, contractual, and regulatory standards.
- High levels of client satisfaction and long-term partnership development.
- Tangible improvements in operational efficiency, service quality, and innovation.
What We're Looking For:
- We are looking for a commercially astute, strategically minded BPO leader with the credibility to operate at scale and influence at executive level.
- Proven Director-level experience within BPO, outsourced environments.
- Strong demonstrable BPO and Technical leadership experience, with proven success operating across both Public and Private sector clients.
- Demonstrated ownership of multi-account operations with full P&L accountability.
- Strong knowledge of the UK Public Sector landscape and government frameworks.
- Track record of driving growth within existing client portfolios, including developing high-value solutions.
- Proven experience shaping and negotiating high-value commercial deals.
- Experience building and managing C-suite client relationships.
- Proven ability to lead transformation, turnaround, and continuous improvement initiatives.
- Strong matrix leadership capability, influencing across functions and senior stakeholders.
- Commercial expertise.
If this sounds like the right next step for you, we encourage you to apply so we can explore the opportunity in more detail.
Benefits:
We offer a reward package designed to support and recognise senior leadership, including a performanceârelated bonus, company pension, private medical cover, and access to a broad range of wellbeing, lifestyle, and flexible enhanced family leave benefits.
Director of Operations BPO in London employer: ArvatoConnect
Contact Detail:
ArvatoConnect Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Director of Operations BPO in London
â¨Tip Number 1
Network like a pro! Reach out to your connections in the BPO industry and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role thatâs perfect for you.
â¨Tip Number 2
Prepare for those interviews by researching the company and its clients. Understand their challenges and think about how your experience can help them achieve operational excellence and drive growth.
â¨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've led teams, managed P&L, and built strong client relationships. This is your chance to shine and demonstrate your strategic mindset.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Director of Operations BPO in London
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV speaks directly to the role of BPO Operations Director. Highlight your experience in managing multi-account operations and your P&L accountability. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us about your strategic mindset and how you've driven growth in previous roles. Be sure to mention your experience with both public and private sector clients.
Showcase Your Leadership Style: Weâre looking for someone who can lead and develop senior operational leaders. Share examples of how youâve built high-performing teams and fostered strong client relationships at the C-suite level.
Apply Through Our Website: Donât forget to apply through our website! Itâs the best way for us to receive your application and ensures youâre considered for this exciting opportunity. We canât wait to hear from you!
How to prepare for a job interview at ArvatoConnect
â¨Know Your Numbers
As a Director of Operations BPO, you'll need to demonstrate your financial acumen. Be prepared to discuss specific P&L figures from your previous roles and how you achieved those results. This shows you understand the commercial side of the business and can drive growth.
â¨Showcase Your Leadership Style
This role requires strong leadership skills, so think about examples that highlight your ability to lead teams and influence stakeholders. Prepare stories that illustrate how you've developed high-performing teams and managed senior client relationships effectively.
â¨Understand the Client Landscape
Familiarise yourself with the UK Public Sector landscape and any relevant government frameworks. Being able to speak knowledgeably about these areas will show that you're not just a BPO expert but also understand the specific challenges and opportunities in this sector.
â¨Emphasise Innovation and Transformation
The job description mentions leveraging AI and automation. Be ready to discuss how you've implemented innovative solutions in past roles. Share specific examples of how you've driven transformation and improved operational efficiency, as this will resonate well with the interviewers.