General Manager Operations

DhanInfo is an IT enabled service company. We provide Digital Marketing, Data processing, Quality Control and Property Preservation & Inspections processing services. We are a team of young passionate individuals providing highly qualitative, timely delivered and cost-effective back office services. We started in 2007 as an individual and today, with over 900+ employees, we offer a complete solution to our worldwide customers at the lowest possible cost and turnaround time . Position Overview: We are seeking an experienced Operations Head / Delivery Head with over 14 years of experience in the BPO industry, specializing in international markets, particularly the US market. The candidate will be responsible for leading largescale operations, ensuring high service delivery standards, optimizing performance metrics, and driving operational excellence across multiple processes and teams. The role requires strong leadership, strategic planning, stakeholder management, and expertise in managing US-based clients, SLAs, KPIs, and large operations teams. Key Responsibilities: Operations Management ∙ Lead end-to-end BPO delivery operations for US-based clients. ∙ Manage multiple processes, teams, and operational units. ∙ Ensure achievement of SLAs, KPIs, and client deliverables Client & Stakeholder Management ∙ Act as the primary point of contact for international clients (US market). ∙ Conduct regular business reviews and performance discussions with clients. ∙ Build strong relationships to drive client satisfaction and account growth. Team Leadership ∙ Lead and mentor Operations Managers, Team Leaders, and support ∙ functions. ∙ Manage large teams across shifts and ensure productivity and engagement. ∙ Drive a high-performance culture. Process Improvement & Strategy ∙ Identify opportunities for process optimization, automation, and efficiency ∙ improvements. ∙ Implement Lean, Six Sigma, and best practices for operational excellence. ∙ Develop and execute operational strategies aligned with company goals. Performance Management ∙ Monitor operational metrics such as AHT, CSAT, FCR, Quality, Productivity, ∙ and Attrition. ∙ Develop action plans to improve performance and maintain quality standards. Financial & Resource Management ∙ Manage P&L, budgeting, forecasting, and cost optimization. ∙ Ensure optimal utilization of resources and workforce planning. Compliance & Quality Assurance ∙ Ensure adherence to industry compliance, security standards, and internal policies. ∙ Maintain quality benchmarks and regulatory compliance. Key Skills & Competencies: ∙ Strong experience in BPO Operations & Delivery Management ∙ Expertise in US market processes ∙ Client relationship management ∙ Strategic planning and execution ∙ Team leadership and people management ∙ Strong understanding of SLA/KPI management ∙ Process improvement methodologies (Lean / Six Sigma preferred) ∙ Excellent communication and stakeholder management skills Educational Qualification: ∙ Bachelor’s Degree in Business Administration, Management, or related field ∙ MBA or equivalent qualification preferred