Operations Director - BPO Services

About the role

Award Global, a group of Australian service providers founded in 2005, is looking for an Operations Director for its Kathmandu office. The role acts as the operational engine of the office, running day-to-day operations across departments and reporting directly to the Managing Director of Award Global Group.

Key responsibilities

• Lead the Kathmandu office with a CEO mindset, developing and executing local operational strategies aligned with the group's global vision
• Oversee all departments, build and maintain operational systems, SOPs and processes, and manage budgets, costs and resources
• Directly oversee HR (recruitment, engagement, retention, performance, compliance) and the WFG Telemarketing team (sales performance, conversion, productivity, campaigns)
• Set clear KPIs, accountability structures and performance tracking for each department, and foster cross-department collaboration
• Protect the company culture, mentor team leaders and build a leadership pipeline
• Drive business growth in the local market, monitor key metrics, and support strategic partnerships and the expansion of the group's presence in Nepal
• Act as the main liaison with global leadership and represent the office externally when needed
• Ensure compliance with local regulations and labour laws, identify operational risks and mitigate them
• Drive continuous improvement through new tools, technologies and best practices

Required profile

• Degree in Business Administration, Management, Human Resources, Finance or a related field; Master's degree or MBA preferred
• 8-10 years of progressive leadership experience in operations, business management, BPO, shared services, outsourcing or service-based industries
• At least 5 years in a senior leadership role such as General Manager, Country Manager, Operations Director or Head of Operations
• Experience managing multi-functional teams including HR, recruitment, sales, telemarketing, customer service or BPO operations
• Proven track record of business growth, operational efficiency and performance, and experience with international stakeholders and executive-level reporting
• Experience establishing, scaling or leading outsourcing/BPO operations is highly desirable

Required skills

• Leadership and management
• BPO and outsourcing operations
• Continuous improvement and process oversight