Operations Account Manager (BPS/BPO)

Location: London, United Kingdom. The work model prioritizes in-person collaboration.

Company

hirify.global delivers mission-critical business and technology services for major organisations, including public sector customers.

What you will do

• Lead delivery of contracted BPS/BPO services across one or more customer accounts.
• Act as the primary operational contact for customer stakeholders, governance forums, service reviews, and senior leadership.
• Drive performance against contractual KPIs, SLAs, quality standards, and business outcomes.
• Manage operational risks, service issues, escalations, service recovery, and compliance with contractual, regulatory, security, and operational requirements.
• Lead workforce planning, capacity management, demand forecasting, and resource optimisation.
• Drive continuous improvement, automation, productivity, cost optimisation, transformation, and service profitability initiatives.

Requirements

• Proven experience as an Operations Manager, Service Delivery Manager, Account Delivery Manager, BPO Operations Manager, Business Services Manager, or in a similar customer-facing leadership role.
• Significant experience in BPO, Business Process Services, outsourcing, shared services, managed services, or customer operations.
• Experience delivering operational services, projects, and run services against contractual commitments, KPIs, SLAs, and performance targets.
• Experience leading large operational teams and cross-functional delivery organisations.
• Strong customer relationship management, stakeholder engagement, analytical, problem-solving, and operational improvement skills.
• Experience in highly regulated, secure, or public sector environments, including budget management, cost control, service profitability, risk management, and revenue growth.

Nice to have

• Experience delivering services to UK Government or public sector organisations.
• Lean, Six Sigma, Continuous Improvement, or Operational Excellence certification.
• Prince2, MSP, PMP, Agile, ITIL Foundation, or equivalent qualifications.
• Experience leading large business transformation or operational change programmes.
• Knowledge of contact centres, citizen services, case management, transaction processing, or shared services delivery models.

Culture & Benefits

• In-person collaboration is prioritised while flexibility is offered to support wellbeing, productivity, individual work styles, and life circumstances.
• Inclusive work environment focused on strong connections, community, and employee wellbeing.
• Success is measured through customer satisfaction, contractual performance, cost savings, productivity improvements, reduced operational risk, and high-performing delivery teams.