Operations Director BPO
đź“Ť 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.
1. Own and deliver P&L performance across a multi-client BPO portfolio.
2. Lead senior client relationships, acting as a trusted partner at C-suite level.
3. Ensure operational excellence and governance, delivering against SLAs, KPIs, and regulatory requirements (including FCA and OFCOM).
4. Drive organic growth, identifying and delivering high-value opportunities within existing clients and frameworks.
5. Embed transformation and innovation, leveraging AI, automation, and digital solutions to enhance efficiency and scalability.
6. Lead and develop senior operational leaders, building a high-performing, accountable structure.
7. 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:
8. Strong financial performance, delivering against P&L, revenue, and contribution targets.
9. Growth in contract value and expansion across existing BPO accounts.
10. Consistent achievement of operational, contractual, and regulatory standards.
11. High levels of client satisfaction and long-term partnership development.
12. 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.
13. Proven Director-level experience within BPO, outsourced environments.
14. Strong demonstrable BPO and Technical leadership experience, with proven success operating across both Public and Private sector clients.
15. Demonstrated ownership of multi-account operations with full P&L accountability.
16. Strong knowledge of the UK Public Sector landscape and government frameworks.
17. Track record of driving growth within existing client portfolios, including developing high-value solutions.
18. Proven experience shaping and negotiating high-value commercial deals.
19. Experience building and managing C-suite client relationships.
20. Proven ability to lead transformation, turnaround, and continuous improvement initiatives.
21. Strong matrix leadership capability, influencing across functions and senior stakeholders.
22. 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 aperformance‑related bonus, company pension, private medical cover, car allowance, and access to a broad range of wellbeing, lifestyle, and flexible enhanced family leave benefits.