BPO Manager

Client Relationship & Governance

Act as the single point of contact for the client across all BPO engagements.

Build and maintain long-term, strategic client relationships to drive trust and account growth.

Lead governance cadence including weekly/monthly reviews, QBRs, and steering committees.

Own end-to-end execution of joint goals set between Client and client and strive towards bringing in efficiency and value through execution.

Proactively manage client escalations, risks, and expectations.

Own end-to-end service delivery across all in-scope BPO towers.

Ensure delivery meets SLA, KPI, quality, and compliance standards.

Drive transition programs (pre-DD, DD, ramp-up, steady state).

Manage delivery risks and ensure timely resolution.

Lead cross-functional teams across operations, transition, IT, HR, and quality.

Align internal stakeholders to client objectives.

Mentor delivery leads and ensure high-performance culture.

Manage P&L for the engagement.

Ensure adherence to contractual and billing processes.

Identify cross-sell/upsell opportunities.

Oversee BPO transition progress and act as a single point of contact for client and Client.

Drive continuous improvement and automation initiatives.

Track KPIs such as SLA, productivity, and attrition.

Provide executive dashboards and reports.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.