This is a pivotal leadership role, responsible for the performance, growth and strategic direction of Ventrica’s BPO operation.
As Managing Director - BPO, you will own the end-to-end commercial and operational success of the division. You’ll set the strategy, lead high‑performing teams across multiple regions, and ensure we consistently deliver outstanding client and customer experiences — efficiently, sustainably and at scale.
You’ll bring the confidence to operate at ExCo level, paired with the curiosity and discipline to stay close to the detail. This is a role for a leader who can balance big‑picture strategy with operational excellence, and who thrives on building engaged, high‑performing teams.
What you’ll be accountable for
Strategic leadership
* Define and deliver the BPO strategy aligned to Ventrica’s wider business goals
* Translate strategy into clear, executable plans across regions and functions
* Act as a key contributor at ExCo, shaping company-wide priorities and decisions
Commercial & financial performance
* Full P&L ownership, including revenue growth, costs and margin delivery
* Build and execute commercial plans that drive sustainable, profitable growth
* Ensure robust forecasting, governance and performance reporting
Operational excellence
* Lead the delivery of consistent, high-quality client and customer experience across all regions
* Drive efficiency, productivity and continuous improvement at scale
* Balance operational rigour with flexibility to meet client and market needs
Leadership & culture
* Lead, inspire and develop senior leaders and operational teams across multiple geographies
* Build a high-performance culture focused on accountability, collaboration and excellence
* Champion Ventrica’s values, ensuring our people feel engaged, supported and empowered
Customer/Client Experience
* Ensure excellence is embedded in everything we do
* Build strong, trusted relationships with key clients and stakeholders
* Use insight and data to continuously enhance service quality and outcomes
What we’re looking for
Essential
* Senior leadership experience within a BPO or outsourced services environment
* Proven P&L ownership with a strong track record of commercial delivery
* Deep understanding of customer experience, with a passion for quality and outcomes
* Experience leading large teams through growth and change
* Ability to operate strategically while staying close to operational detail
Desirable
* Experience scaling BPO operations in a high‑growth environment
* Exposure to complex, multi‑client or multi‑sector service models
How You Lead
* Strategic and commercially astute, with a clear sense of direction
* Detail-oriented without losing sight of the bigger picture
* A confident, inclusive leader who brings people with them
* Relentless about standards, efficiency and continuous improvement
* Calm, credible and impactful at Executive and Board level
Why join Ventrica?
At Ventrica, customer experience is at the heart of everything we do — and so are our people. This is a rare opportunity to take full ownership of a core part of our business, shape its future, and make a real impact at Executive level.
You’ll have the autonomy to lead, the backing of a collaborative ExCo, and the chance to build something exceptional.
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