Regional Head of Business Process Outsourcing (BPO)

Job Description: Head of Business Process Outsourcing (BPO)

Position Title: Head of BPO Services – Sales and Customer Care Operations Location: Singapore Reports To: Chief Operating Officer Direct Reports: Operations Managers, Client Services, Quality Assurance, Workforce & Training Teams

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Role Overview

The Head of BPO is responsible for leading, managing, and expanding the organization’s Business Process Outsourcing (BPO) line of business, covering Customer Care, Outbound Telemarketing, Chat / Email, Quality Management, ISO 27001 compliance, COPC standards, and full P&L accountability. The role balances strategic vision with operational excellence, ensuring financial success, regulatory compliance, client satisfaction, and sustainable growth.

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Key Responsibilities

1. Strategic Leadership

· Define and execute the long-term strategy for the BPO business line in alignment with corporate objectives.

· Identify new market opportunities, verticals, and service innovations to diversify revenue streams.

· Stay ahead of industry trends, competitor offerings, and emerging technologies (AI, RPA, analytics) to ensure competitiveness.

2. Business Development & Growth

· Lead business development initiatives to win new inbound/outbound BPO contracts.

· Bid Management

· Develop go-to-market strategies, pricing models, and proposals to secure new clients.

· Strengthen partnerships and represent the organization at industry events, conferences, and client meetings.

· Drive revenue growth, expand service offerings, and ensure high client retention rates.

3. Operational Management

· Oversee day-to-day delivery of customer care, outbound telemarketing, chat/ email management, and blended contact center services.

· Ensure service quality through robust workforce planning, training, and QA programs.

· Monitor KPIs such as SLA adherence, CSAT/NPS, FCR, contact rates, presentation rates, conversion rates, AHT, and cost-per-contact / sale.

· Drive continuous process improvement through Lean, Six Sigma, and COPC best practices.

4. Financial & P&L Ownership

· Full responsibility for P&L of the BPO line of business including revenue, cost efficiency, and profitability.

· Prepare financial forecasts, budgets, and performance analyses.

· Present monthly/quarterly reports to executive management, highlighting risks and opportunities.

· Ensure commercial sustainability through cost optimization and margin improvement strategies.

5. Quality Management

· Establish and oversee a robust Quality Management Framework for inbound and outbound operations.

· Ensure compliance with client-specific requirements, service standards, and internal benchmarks.

· Implement and maintain performance dashboards, audits, and quality reviews to drive excellence.

· Foster a culture of continuous improvement and client-first service delivery.

6. Compliance & Certifications

· Maintain and enhance the organization’s ISO 27001 certification, ensuring all processes align with information security standards.

· Champion compliance with COPC standards to achieve operational excellence and global best practices.

· Partner with compliance, IT, and risk teams to enforce data privacy, confidentiality, and regulatory compliance.

· Conduct periodic internal and external audits, closing gaps and ensuring zero non-conformities.

· Promote information security and quality awareness across all levels of staff.

7. Client & Stakeholder Management

· Serve as the senior executive contact for BPO clients, ensuring service delivery excellence.

· Lead commercial discussions, contract renewals, and escalation resolution.

· Build trusted, long-term client relationships based on performance and partnership.

8. People Leadership

· Lead and mentor managers, team leaders, and frontline staff to achieve operational and financial goals.

· Build high-performing teams through recruitment, training, career development, and succession planning.

· Drive employee engagement and a culture of accountability, quality, and innovation.

9. Reporting & Analytics

· Develop executive-level dashboards and reports covering financials, operations, quality, compliance, and client KPIs.

· Provide data-driven insights to the C-Suite for decision-making and business growth.

· Benchmark performance against industry best practices.

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Qualifications & Experience

· Bachelor’s degree in Business, Management, or related discipline (MBA preferred).

· 10+ years of leadership experience in BPO/Contact Center operations, with at least 5 years in a senior executive role.

· Proven expertise in inbound customer service, outbound telemarketing, business development, and P&L management.

· Domain knowledge in insurance, government, FMCG and financial sectors

· Hands-on experience in ISO 27001 certification maintenance and information security compliance.

· Strong track record in developing and managing large client portfolios, business growth, and contract negotiations.

· Knowledge of CRM systems, telephony platforms, WFM tools, QA frameworks, and analytics.

· COPC certification (or working knowledge of COPC standards) strongly preferred.

· Insurance certifications (BCP, PGI, HI, M9 etc) are preferred

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Key Competencies

· Strategic vision and commercial acumen.

· Strong financial and analytical skills with proven P&L ownership.

· Deep understanding of BPO operations, quality management frameworks, COPC standards, and compliance requirements.

· Exceptional client relationship and stakeholder management abilities.

· Inspirational leadership and people development skills.

· Resilient, agile, and results-driven in a fast-changing environment.