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BPO Operations
BPO Operations Lead
Colombo, Sri Lanka full-time On-site Posted Apr 2026
About This Role
We are looking for an experienced Operations Lead to manage our BPO delivery pods. You will oversee team performance, ensure SLA adherence, and drive continuous process improvement across multiple client engagements. This role is critical to scaling our outsourced accounting and operations services.
Responsibilities
- Lead and manage 2-3 delivery pods across accounting and payroll BPO
- Track and report on SLA compliance, quality metrics, and throughput
- Implement process improvements to increase efficiency and reduce errors
- Coordinate with client relationship managers on delivery expectations
- Mentor and develop pod team members
- Escalate and resolve operational issues promptly
Requirements
- 4-6 years of operations or BPO management experience
- Proven track record of managing teams and meeting SLAs
- Strong analytical skills with experience in process optimization
- Excellent stakeholder management and communication
- Knowledge of accounting or financial services operations
- Degree in Business, Operations, or related field
Skills
Operations ManagementSLA TrackingProcess OptimizationTeam LeadershipBPO
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