Call Center General Manager – (for Banking related BPO Services)

Title: Call Center General Manager – Banking related BPO Services

• Location: Karachi (Shahrah-e-Faisal)
• Employment Type: Full-time – Onsite
• Experience required: Over all 8 to 10 years and at least 3 to 4 years in lead position

About the Role

We are seeking an experienced and dynamic General Manager to lead and oversee our Banking and BPO divisions, ensuring operational excellence, service quality, and client satisfaction. The ideal candidate will bring extensive experience in both banking call centre operations and the BPO industry, with a proven ability to drive strategic growth, manage large teams, and optimize performance metrics.

This leadership role requires a strategic thinker with hands-on operational expertise, capable of driving productivity, maintaining client relationships, and ensuring alignment with organizational objectives.

Key Responsibilities

• Lead and manage day-to-day operations across multiple banking and BPO processes, ensuring consistent achievement of KPIs, SLAs, and client expectations.
• Develop and implement strategic operational plans to improve efficiency, productivity, and service quality.
• Build and sustain strong client and stakeholder relationships, acting as a primary point of contact for operational matters and ensuring service excellence.
• Supervise, mentor, and coach operations managers, team leads, and call centre staff to maintain a high-performance culture.
• Oversee workforce planning, budgeting, and resource allocation to optimize team performance.
• Monitor and analyze key performance metrics including call volumes, AHT, CSAT, and operational efficiency to identify trends and drive continuous improvement.
• Drive process innovation, automation, and digital transformation initiatives to enhance delivery capabilities.
• Ensure compliance with banking regulations, company policies, and data protection standards.
• Prepare and present performance reports and business reviews to senior management and clients.
• Collaborate across departments to align operations with broader business growth and transformation strategies.

Key Skills Required

• Operations & Performance Management (KPI/SLA)
• Banking Call Centre & BPO Operations
• Client & Stakeholder Relationship Management
• Strategic Planning & Execution
• Process Improvement & Automation
• Leadership & Team Development
• Data-driven Decision Making
• Compliance & Quality Management

Other Requirements

• Bachelor’s degree in Business Administration, Management, or a related field (Master’s/MBA preferred).
• 7–10 years of experience in operations management within BPO and/or banking call centre environments, with at least 3 years in a senior leadership role.
• Proven track record in stakeholder management and client-facing communication.
• Strong leadership and people management skills, with experience managing large, multi-layered teams.
• Excellent analytical, decision-making, and problem-solving abilities.
• Proficient in MS Office and call centre management tools (CRM, ACD, reporting systems, etc.).
• Exposure to international client operations preferred.

What We Offer

• Competitive compensation and benefits package
• Leadership role in a rapidly growing, tech-driven organization
• Opportunity to work with international clients and leading-edge BPO/banking processes
• Collaborative, innovative, and performance-oriented work environment

APPLY NOW

Job Type: Full-time

Pay: Rs300,000.00 - Rs350,000.00 per month

Education:

• Master's (Preferred)

Experience:

• Call Center or BPO: 5 years (Required)
• Banking Call Center: 5 years (Preferred)

Work Location: In person