General Manager Operations

**About the Role** We are seeking a seasoned General Manager of Operations to lead our high\-volume BPO delivery center in Karachi. You will provide strategic oversight for customer\-centric operations, ensuring scalability and compliance. In this role, you will provide strategic oversight for the client’s Pakistan‑based operations, ensuring accurate reporting, commission and payout tracking, and strong alignment with US‑based business and franchise dynamics, particularly within the telecom sector. **Key Responsibilities** * Lead and manage the day‑to‑day operations of the client’s outsourced back‑office unit in Pakistan, ensuring seamless service delivery and compliance with agreed SLAs. * Generate, review, and maintain operational and financial reports, including commissions, payouts, and performance metrics, ensuring accuracy and timely reporting. * Oversee commission structures, incentive calculations, and payout cycles for frontline and field teams, coordinating closely with finance and client stakeholders. * Maintain a strong understanding of how telecom franchises operate in the US and ensure processes in Pakistan support those business models. * Build and manage a cross‑functional team responsible for operations, data management, and client reporting, fostering accountability and performance. * Monitor operational performance, identify bottlenecks, and implement process improvements to enhance efficiency, accuracy, and scalability. * Serve as the primary point of contact for US‑based client leaders, providing updates, risk analysis, and recommendations to support business growth. * Ensure adherence to data security, confidentiality, and compliance standards when handling client and employee information. **Qualifications** * Bachelor’s degree in Business Administration, Operations Management, Finance, or a related field; MBA preferred. * Minimum 5–7 years of experience in operations or field operations management, ideally within telecom, sales, or a service‑based business model. * Demonstrated experience in managing large teams and complex back‑office operations, including reporting, commissions, and incentive structures. * Strong analytical and numerical skills, with the ability to interpret operational data, generate reports, and present actionable insights. * Familiarity with telecom or franchise‑based business models in the US, including how sales, commissions, and field teams operate. * Excellent leadership, communication, and stakeholder‑management skills; ability to work in a fast‑paced, multi‑stakeholder environment. * Proven track record of managing outsourced or third‑party operations and maintaining strong client relationships. * **Availability for full\-time onsite night shift work in Karachi.**