Operational Director

Job Title: Operational Director Job Description The Operational Director is responsible for providing strategic leadership across a portfolio of client accounts within the contact centre operation, ensuring the delivery of exceptional customer experiences, achievement of contractual commitments, and sustainable commercial growth The role is accountable for driving operational excellence, client satisfaction, financial performance, people leadership, and continuous improvement across multiple programs and business units. As a key member of the leadership team, the Operational Director will develop client partnerships, influence strategic decision-making, and ensure the operation delivers against revenue, profitability, quality, workforce, and customer experience objectives. The successful candidate will be a commercially astute leader with extensive contact centre experience, a proven track record of managing large-scale operations, and the ability to lead high-performing teams in a fast-paced, client-centric environment.

1. Strategic Leadership & Business Performance Provide strategic direction and operational leadership across a portfolio of client accounts and business units. Develop and execute operational strategies aligned with organizational objectives, client expectations, and growth plans. Drive operational excellence through effective governance, risk management, and performance improvement initiatives. Lead transformation and innovation programs that enhance service delivery, customer experience, productivity, and profitability. Ensure operational scalability and readiness to support business growth and new client implementations. 2. Client Partnership & Stakeholder Management Act as the senior operational point of contact for assigned clients and stakeholders. Build trusted executive-level relationships that support client retention, growth, and long-term partnership success. Lead Quarterly Business Reviews (QBRs), governance meetings, and strategic planning discussions with client stakeholders. Ensure delivery against all contractual SLAs, KPIs, compliance requirements, and customer experience metrics. Identify opportunities for account growth, upselling, and service expansion in partnership with Business Development teams. Proactively manage escalations, ensuring timely resolution and stakeholder communication. 3. Financial & Commercial Management Own the P&L performance of assigned business units and client accounts. Drive revenue growth, margin improvement, productivity, and cost optimization initiatives. Lead budgeting, forecasting, capacity planning, and financial reviews. Monitor operational efficiency metrics, shrinkage, utilization, and resource allocation to maximize profitability. Partner with Finance, Workforce Management, and Client Services teams to ensure sound commercial decision-making. Identify operational risks and implement mitigating actions to protect financial performance. 4. Operational Excellence & Service Delivery Ensure consistent achievement of service delivery targets across all programs. Drive performance against operational metrics, including: Service Level Customer Satisfaction (CSAT) Net Promoter Score (NPS) Quality Assurance Productivity Revenue and Sales Performance Retention Attendance and Adherence Champion continuous improvement methodologies to enhance operational effectiveness. Ensure operational processes, controls, and governance frameworks are consistently applied. 5. Leadership & Capability Development Lead, coach, and develop a team of Senior Operations Managers, Operations Managers, and support leaders. Build leadership capability through coaching, succession planning, mentoring, and talent development initiatives. Establish a culture of accountability, collaboration, ownership, and performance excellence. Drive employee engagement, retention, and leadership effectiveness across the operation. Ensure robust performance management practices are