Operations Vice President

Overview

Job Purpose The Vice President of Operations –  is a Senior Executive leadership role responsible for overseeing the strategic delivery, growth, and performance management of US-based BPO client accounts. This individual will lead operational excellence, client relationship management, revenue optimization, and people leadership across all applicable campaigns. The role ensures that TPSA meets or exceeds service delivery expectations while aligning to global standards and South African market capabilities.

Qualifications

• Minimum of 5-10 years' experience in senior BPO operations leadership, with at least 5 years in an executive capacity managing client accounts.
• Proven experience in managing large-scale teams (1,000+ FTEs) and delivering against complex SLAs and KPI frameworks.
• Demonstrable commercial acumen and experience in managing multimillion-dollar client portfolios.
• Experience in implementing digital transformation initiatives in an operational context is advantageous.

Responsibilities

Key Responsibilities:

 

Strategic Leadership & Business Growth

• Lead the operational strategy and execution across US client portfolios, ensuring alignment with both global client objectives and local delivery capabilities.
• Partner with Sales and Client Services to identify, scope, and onboard new US-based business opportunities.
• Drive continuous innovation to improve service delivery models, increase automation, and maximize value creation.

Operational Excellence

• Ensure full operational compliance with all client contractual obligations, including KPIs, SLAs, and regulatory requirements.
• Embed global best practices in service delivery, quality assurance, workforce management, and process optimization.
• Lead data-driven decision-making across all teams using analytics, dashboards, and operational insights.

Client Relationship Management

• Act as the executive point of contact for US clients, building long-term, trust-based partnerships.
• Proactively identify client risks and opportunities, managing escalations and driving client satisfaction scores (e.g., NPS, CSAT).
• Lead Quarterly Business Reviews (QBRs), strategic planning meetings, and continuous improvement discussions.

Financial Performance & Commercial Management

• Own full P&L accountability across all assigned US client programs.
• Collaborate with Finance and Commercial teams to manage budgets, forecasts, and profitability targets.
• Identify and implement cost optimization strategies without compromising service quality.

People Leadership

• Provide direct leadership to Senior Directors, Directors, and key support function heads within the US remit.
• Drive a high-performance culture through coaching, development, succession planning, and engagement.
• Champion diversity, equity, and inclusion as well as compliance with local labor regulations and Teleperformance values.