BPO Engagement Manager

The Engagement Manager is responsible for the overall success of a strategic client engagement, serving as the primary interface between the client and delivery organization. This role owns client relationships, operational delivery, governance, financial performance, transitions, and transformation initiatives across the engagement.

The successful candidate will combine strong BPO delivery expertise with executive-level stakeholder management and commercial acumen to ensure service excellence, strengthen client partnerships, and identify opportunities for continuous improvement and account growth.

Key Responsibilities

Client Relationship & Governance

• Serve as the primary point of contact for the client across engagement, delivery, and governance matters.
• Build and maintain strong, long-term relationships with client executives and key stakeholders.
• Lead the overall governance framework, including weekly and monthly business reviews, Quarterly Business Reviews (QBRs) , and steering committee meetings.
• Proactively manage client expectations, escalations, risks, and service-related concerns.
• Partner with client stakeholders to understand evolving business priorities and translate them into actionable delivery strategies.

Program & Service Delivery Management

• Own end-to-end service delivery across all in-scope BPO functions and locations.
• Ensure delivery consistently meets contractual SLAs, KPIs, quality, compliance, and productivity commitments .
• Provide leadership across the full engagement lifecycle, including due diligence, transition, ramp-up, stabilization, and steady-state operations.
• Identify delivery risks and establish appropriate mitigation and resolution plans.
• Drive consistent operational performance while balancing service quality, customer experience, cost, and efficiency.

Stakeholder & Team Leadership

• Lead and coordinate cross-functional teams across Operations, Transition, Quality, IT, HR, Workforce Management, and other support functions .
• Align internal teams and leadership around client objectives, commitments, and business priorities.
• Provide leadership and mentorship to delivery managers and operational leads.
• Promote a high-performance, collaborative culture focused on accountability, continuous improvement, and client success.
• Effectively manage complex, multi-location and global delivery environments.

Financial & Commercial Management

• Own and manage the engagement P&L , ensuring financial performance aligns with business objectives.
• Monitor revenue, costs, margins, contractual commitments, and billing processes.
• Partner with commercial and sales teams to identify cross-sell, upsell, and account growth opportunities .
• Support contract discussions, scope changes, renewals, and commercial negotiations as required.
• Balance operational investments with profitability and long-term client value.

Transition, Transformation & Continuous Improvement

• Provide executive oversight for BPO transitions , serving as a key liaison between the client and internal delivery teams.
• Ensure transition milestones, dependencies, risks, and deliverables are effectively managed.
• Drive continuous improvement initiatives focused on productivity, quality, cost optimization, and customer experience.
• Champion automation, process optimization, digital transformation, and operational excellence initiatives across the engagement.
• Partner with functional and technology teams to identify opportunities to modernize service delivery.

Performance Management & Executive Reporting

• Monitor engagement performance across key metrics including SLA attainment, quality, productivity, financial performance, and attrition .
• Develop and deliver executive-level dashboards, performance reviews, and business updates.
• Use operational and financial data to identify trends, risks, root causes, and improvement opportunities.
• Ensure corrective actions are established and tracked when performance falls below expectations.

Qualifications & Experience

• Bachelor’s degree in Business, Finance, Operations, Technology, Supply Chain, or a related field ; MBA preferred.
• 10–15+ years of experience within BPO/ITES, operations, service delivery, or client engagement environments.
• Demonstrated experience managing large, complex, and/or global client engagements .
• Strong experience in BPO program management, transitions, governance, and steady-state operations.
• Proven experience with P&L management and commercial ownership .
• Experience managing geographically dispersed and cross-functional teams.
• PMP, Lean Six Sigma, ITIL, or similar professional certification preferred.