Associate Director – Business Service & Outsourcing – BPO (10-16 yrs)

Job Responsibilities :

– Manages the end-to-end recruitment cycle for BSO hiring in India, across all BDO RISE locations.

– Onboards new BSO team members to BDO RISE working in conjunction with local HR, L&D and onshore engagement leads.

– Assists team members in developing goals to enhance their professional development in alignment with Firm and BSO objectives.

– Provides guidance and mentorship to all levels of leadership within the organizational unit. Resolves employee conflict.

– Acts as Career Advisor and evaluates staff performance as appropriate.

– Develops, implements, and reviews BSO operations policies and procedures.

– Ensures compliance of organizational unit to Firm policies and procedures.

– Drives creation and implementation of quality and process change initiatives utilizing technology and automation to optimize efficiency and quality.

– Measures and monitors team performance; proactively addressing and resolving performance issues.

– Work closely with practice leads to develop annual headcount budgets and forecasts.

– Builds an effective training and development program focused on upskilling team capability.

– Supports business development efforts related to showcasing and developing India based service delivery solutions for new client opportunities.

– Ensures team compliance to Firm and engagement policies and procedures.

– Other duties as may be required.

Supervisory Responsibilities: Responsible for supervising the BSO team across all BDO RISE locations.


– Bachelor’s degree in Management or equivalent field required, Master’s degree preferred.


– Ten (10) or more years of experience in a BPO organization or professional services environment preferred.

– Five (5) or more years establishing and managing operations in outsourced, shared service or captive BPO environments required.

– Proven ability to lead a team in a deadline-driven environment and handle multiple projects simultaneously, while focusing on productivity, quality and customer satisfaction.


– Proficiency with Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, SharePoint, Teams, OneDrive).

– Proficiency working with Smartsheet and other efficiency enablement tools

– Proficiency working with pdf documents.


– Excellent English oral and written communication skills required.

Other Knowledge, Skills & Abilities:

– Demonstrated management skills, problem-solving abilities, and familiarity working with matrixed/cross functional teams.

– High level of attention to detail required.

– Ability to build high functioning teams and serve as an outstanding role model for firm Core Values.

– Ability to interact effectively with people at all organizational levels of the firm.

– Ability to adapt quickly to changing business priorities.


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