The Business Process Outsourcing (BPO) Division Manager will be responsible for leading and managing the end-to-end operations of the Business Process Outsourcing (BPO) division. This role involves strategic planning, process optimization, client relationship management, team leadership, and ensuring service delivery excellence. The ideal candidate will possess deep BPO industry knowledge, strong leadership skills, and a proven track record in managing large-scale outsourcing operations across various functions. 

Duties & Responsibilities:

• Develop and implement operational strategies to achieve business objectives and ensure alignment with organizational goals.

• Manage day-to-day operations of the BPO division, including customer service, technical support, back-office processing, front-end processing, and other outsourced services.

• Build and lead high-performing teams to deliver on SLAs.

• Identify opportunities for process improvements, automation, and cost optimization.

• Establish KPIs, monitor, and measure performance.

• Oversee client onboarding, relationship management, and contract execution.

• Ensure high levels of customer satisfaction through quality service delivery and responsiveness.

• Prepare regular reports for senior management.

• Manage division budgets, Profit and Loss, resource allocation, and operational risks.

• Ensure compliance with legal, regulatory, and data security standards.

• Lead change management and transformation initiatives within the BPO division.

Job Requirements

Vacancy Requirements:

Education & Experience:

• Bachelor’s degree in business administration, Operations Management, or a related field (Master’s degree preferred).

• Minimum of 7–9 years of progressive experience in BPO management, with at least 3–4 years in a senior leadership role.

• Proven experience in managing large teams across multiple geographies.

• Strong understanding of BPO industry trends, technologies, and service models.

Technical & Functional Skills:

• Knowledge in process improvement methodologies (e.g., Six Sigma, Lean).

• Proficient in performance management tools and reporting systems (e.g., dashboards).

• Familiarity with CRM systems, workforce management tools, and contact center technologies.

• Strong financial acumen, including budgeting and P&L management.

• English Proficiency is mandatory. 

Soft Skills:

• Excellent leadership, communication, and interpersonal skills.

• Strong client management and negotiation capabilities.

• Strategic thinker with a hands-on, execution-focused approach.

• Ability to work under pressure in a fast-paced, evolving environment.

Preferred Qualifications: 

• BPO industry certifications (COPC, ITIL, etc.).

How to apply:

  Only qualified & interested candidates are encouraged to apply for this position:

1. For online applicants, please attaché and send: 

• the completed Job applicant’s summary form, with your updated CV & credentials copy, stating the position (BPO Division Manager) on the subject line; and mail to recruitment@motiengineering.com, making CC to “vacancy@motiengineering.com”physically drop:

• Your completed Job applicant’s summary form with updated CV & Copy of credentials at our Office Located: Africa Avenue, Mega House/building, 3rd floor office No 309/ 307.  For more information contact Tel. +251114702142/+251114701635/+251114702015