Managing Director-BPO

This is a pivotal leadership role, responsible for the performance, growth and strategic direction of Ventrica’s BPO operation.

As Managing Director - BPO, you will own the end-to-end commercial and operational success of the division. You’ll set the strategy, lead high‑performing teams across multiple regions, and ensure we consistently deliver outstanding client and customer experiences — efficiently, sustainably and at scale.

You’ll bring the confidence to operate at ExCo level, paired with the curiosity and discipline to stay close to the detail. This is a role for a leader who can balance big‑picture strategy with operational excellence, and who thrives on building engaged, high‑performing teams.

• Define and deliver the BPO strategy aligned to Ventrica’s wider business goals
• Translate strategy into clear, executable plans across regions and functions
• Act as a key contributor at ExCo, shaping company-wide priorities and decisions

• Full P&L ownership, including revenue growth, costs and margin delivery
• Build and execute commercial plans that drive sustainable, profitable growth
• Ensure robust forecasting, governance and performance reporting

• Lead the delivery of consistent, high-quality client and customer experience across all regions
• Drive efficiency, productivity and continuous improvement at scale
• Balance operational rigour with flexibility to meet client and market needs

• Lead, inspire and develop senior leaders and operational teams across multiple geographies
• Build a high-performance culture focused on accountability, collaboration and excellence
• Champion Ventrica’s values, ensuring our people feel engaged, supported and empowered

• Ensure excellence is embedded in everything we do
• Build strong, trusted relationships with key clients and stakeholders
• Use insight and data to continuously enhance service quality and outcomes

• Senior leadership experience within a BPO or outsourced services environment
• Proven P&L ownership with a strong track record of commercial delivery
• Deep understanding of customer experience, with a passion for quality and outcomes
• Experience leading large teams through growth and change
• Ability to operate strategically while staying close to operational detail

• Experience scaling BPO operations in a high‑growth environment
• Exposure to complex, multi‑client or multi‑sector service models

• Strategic and commercially astute, with a clear sense of direction
• Detail-oriented without losing sight of the bigger picture
• A confident, inclusive leader who brings people with them
• Relentless about standards, efficiency and continuous improvement
• Calm, credible and impactful at Executive and Board level

At Ventrica, customer experience is at the heart of everything we do — and so are our people. This is a rare opportunity to take full ownership of a core part of our business, shape its future, and make a real impact at Executive level.

You’ll have the autonomy to lead, the backing of a collaborative ExCo, and the chance to build something exceptional.