Managing Director

Key Responsibilities

• Provide strategic leadership by developing and implementing operational and financial plans, setting performance targets, and overseeing overall operations.

• Ensure smooth delivery of inbound, outbound, email, chat, and back-office services while optimizing staffing, scheduling, and workflow efficiency.

• Achieve and exceed SLAs, KPIs, and client contract requirements through continuous performance monitoring and data-driven decision-making.

• Build and maintain strong client relationships, manage escalations, and participate in client reviews, audits, and contract discussions.

• Oversee budgeting, forecasting, cost control, and account profitability while identifying new revenue and business development opportunities.

• Lead sales sourcing efforts, negotiate contracts and renewals, and support proposal development and pricing.

• Manage workforce planning, recruitment, coaching, and development to cultivate a high-performance and positive workplace culture.

• Drive process improvements, technology adoption, automation, and system optimization across operations.

• Ensure compliance with ISO standards, SOPs, regulatory requirements, and oversee quality assurance programs and audits.

• Implement risk mitigation strategies, maintain business continuity plans, and manage escalation protocols during operational challenges.

Job Qualifications

• Degree

• 3+ years in senior management roles.

• Experience in operations and advanced analytics tools.

• Strong decision-making, problem-solving, and multitasking skills.

• Proven track record in sales, contract negotiation, and business development.

• Excellent organizational, interpersonal, and leadership abilities.