Location Head – US Mortgage | KPO | BPO

Location: Solapur

Industry: US Mortgage | KPO | BPO

Reporting To: Senior Management

Job Summary

We are seeking an experienced and dynamic Location Head to lead and oversee end-to-end operations of our delivery center comprising 50–100 employees. This role requires strong operational leadership, team management expertise, and the ability to drive performance, efficiency, and service excellence.

The incumbent will be responsible for managing daily operations, ensuring delivery against client expectations, maintaining administrative and compliance standards, and fostering a high-performance, disciplined, and engaging work environment.

Key Responsibilities

1. Operations Management

• Oversee and manage day-to-day operations of the BPO center to ensure seamless workflow execution.
• Monitor and optimize productivity, quality, attendance, and overall operational performance.
• Ensure consistent achievement of process KPIs, SLAs, and business objectives.
• Identify opportunities for process improvement and drive operational excellence initiatives.

2. Team Leadership & Management

• Lead and manage a workforce of 50–100 employees across functions.
• Provide direction to Team Leaders, Trainers, Quality Analysts, and support teams.
• Conduct regular performance reviews, coaching sessions, and team meetings.
• Promote a culture of collaboration, accountability, and high performance.

3. Center Administration

• Ensure efficient management of infrastructure, facilities, security, and office operations.
• Coordinate with HR and Admin teams on attendance, discipline, compliance, and employee welfare.
• Maintain a professional, safe, and well-disciplined work environment.

4. Client & Stakeholder Management

• Serve as the primary escalation point for operational issues at the location.
• Ensure timely and accurate reporting to management and clients.
• Support client interactions, audits, compliance checks, and business review meetings.

5. Hiring & Retention

• Support recruitment planning and drive local hiring initiatives.
• Implement strategies to enhance employee engagement and retention.
• Monitor attrition trends and develop corrective action plans.

6. Compliance & Process Governance

• Ensure strict adherence to company policies, SOPs, and regulatory requirements.
• Monitor compliance related to attendance, data security, and operational processes.
• Address employee grievances and disciplinary issues in a professional manner.

7. P&L (Profit & Loss) Management

• Own and manage the overall Profit & Loss (P&L) performance of the location.
• Monitor revenue, operational costs, headcount costs, infrastructure expenses, and overall profitability.
• Prepare and review monthly financial reports, budgets, and forecasts for the location.
• Drive cost optimization initiatives while maintaining operational efficiency and service quality.

Required Skills & Competencies

• Strong leadership and people management capabilities.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Sound decision-making and conflict resolution skills.
• Ability to manage multiple teams and functions simultaneously.
• Good understanding of operational metrics and workforce management.
• Strong administrative and coordination abilities.
• Adaptable to dynamic and fast-paced environments.
• P&L Management expertise.

Eligibility Criteria

Education

• Graduate / Postgraduate in any Stream.
• MBA (Operations/Management) preferred.

Experience

• 5–8 years of experience in BPO/ITES operations.
• Minimum 2–3 years in a center management or leadership role.
• Experience in Tier-2 / Tier-3 city operations will be an added advantage.

Key Performance Indicators (KPIs)

• Productivity and SLA adherence.
• Attrition and retention metrics.
• Attendance and discipline compliance.
• Client satisfaction scores.
• Employee engagement levels.
• Operational efficiency and process improvement.
• Cost optimization and resource utilization.

Compensation

Competitive and commensurate with industry experience.

Work Environment

• Full-time, Work-from-Office role.
• Leadership position with complete ownership of center operations.
• Opportunity to grow within a high-performance and fast-paced organizational setup.

Important Note:
Candidates from Solapur or any other city/state are welcome to apply. However, applicants must be willing to relocate to Solapur, as this is a full-time Work-from-Office opportunity.