Job Description

Overview

The General Manager (GM) will oversee the end-to-end operations of WBMO, ensuring smooth functioning, strategic growth, and high performance across all departments. This role requires an experienced BPO/BPM professional who has successfully managed operations of a

100+

employees with

7-8 Managers

reporting directly to him with Minimum experience of

5+ Years in similar role

. The ideal candidate must have strong experience working with

North American clients

, preferably within the

Transportation & Logistics industry,

and a proven track record of collaborating with

senior leadership (CEO/VP/Director level).

The GM will provide strong leadership, drive operational excellence, maintain high-quality service delivery, and serve as a key liaison between internal teams and North American stakeholders.

Key Responsibilities

Performance Management & Operational Oversight

Lead and supervise performance and operational efficiency

across multiple departments, ensuring every team follows set processes and achieves expected outcomes.

Develop, track, and manage KPIs, SLAs, and operational metrics

to measure productivity, accuracy, timeliness, and overall service quality. Build and maintain

performance dashboards and reporting mechanisms

to ensure clear visibility into daily, weekly, and monthly performance outcomes.

Continuously monitor department-wise performance

, analyzing trends in productivity, attendance, time tracking, and workflow efficiency. Conduct

weekly and monthly performance review initiatives

, scheduling structured review meetings with team managers and department heads.

Create and implement governance models

to standardize how teams operate, ensuring consistency, accountability, and compliance across all functions.

Develop, update, and enforce SOPs

(Standard Operating Procedures) to streamline processes, minimize errors, and improve execution standards across departments. Identify gaps in operations and initiate

process improvement strategies

to increase efficiency, reduce turnaround times, and improve SLA adherence.

Reporting & Analytics

Design, maintain, and enhance

weekly, monthly, and quarterly performance dashboards

, integrating data from multiple systems and departments. Conduct

deep analytics

of departmental performance, staffing utilization, workforce planning, output quality, and operational bottlenecks. Gather and consolidate reports from all department heads into

one structured, executive-ready presentation

. Prepare and deliver

executive-level performance reports, insights, and presentations

for leadership review. Provide data-backed recommendations for operational improvements, workforce planning, and performance enhancement. Analyse trends to predict future needs, identify risks, and guide leadership in strategic decision-making.

Cross-Department Coordination

Provide strategic oversight and hands-on involvement across multiple departments: Finance IT HR & Recruitment Dispatch Work Order Data Processing / Back-office Operations

Client & Executive Interaction

Serve as the

primary point of escalation

for performance-related discussions between clients and internal management. Interact regularly with

CEO, VP, Directors, and senior leadership

, presenting updates, raising concerns, and sharing insights. Lead structured

performance update meetings

with upper management and external client stakeholders. Provide clear, action-oriented recommendations to optimize processes, improve service quality, and strengthen client confidence. Translate client expectations into operational plans and ensure consistent delivery within agreed SLAs.

Change Management & Continuous Improvement

Identify

structural inefficiencies, recurring issues, and gaps

in the current operational setup. Develop comprehensive

improvement plans

and ensure their execution by coordinating across multiple teams. Standardize workflows, performance practices, and reporting models to create uniformity across all departments. Lead

performance improvement and corrective action plans

, ensuring teams follow through with measurable improvements. Train, coach, and mentor team leads and department heads to strengthen leadership capabilities and improve team performance. Ensure change management initiatives are executed smoothly, with clear communication and measurable results.

Required Experience

5+ years of similar experience

in operations management, PMO, business performance, BPO, or shared services.
Regularly interact with CEOs, VPs, Directors, and senior operational leadership.

Overall Experience required 10+ years

Strong background in

logistics, transportation, freight, dispatch, warehousing, supply chain

or

Shipping line

is highly preferred. Mandatory experience in

BPO or outsourcing operations

. Proven experience working closely with

executive-level leadership (CEO, VP, Director)

on operational updates, performance reviews, and strategic planning. Demonstrated ability in

data-driven performance management

, operational analysis, and process optimization.

Technical & Professional Skills

Advanced skills in

Microsoft Excel

(pivot tables, dashboards, advanced formulas, data validation, automation). Strong expertise in

PowerPoint

and the ability to create professional, executive-level presentations. Experience working with

data visualization and dashboard tools

such as Power BI, Tableau, or similar platforms. Excellent command of

written and spoken English

to interact confidently with leadership and clients. Strong leadership presence with the ability to

enforce performance standards, challenge teams

, and drive accountability. Experience in

workflow mapping, SLA monitoring, and performance metric design

. Understanding of Indian Compliances, liasoning with govt officials,

Leads organizational change by identifying inefficiencies, streamlining processes, driving performance improvements, and training teams for continuous growth.

Act as the senior point of contact for performance escalation between the client and internal leadership. Regularly interact with CEOs, VPs, Directors, and senior operational leadership. Lead structured update meetings with upper management and client stakeholders. Provide recommendations and action plans to improve operational efficiency.

Personal Attributes

Highly

organized, structured, and methodical

in managing tasks and priorities. Confident communicator and presenter, comfortable engaging with senior leadership. Analytical mindset with a sharp eye for detail and accuracy. Ability to manage

multiple responsibilities and deadlines

simultaneously. Comfortable conducting

direct, honest, and sometimes difficult conversations

to ensure performance alignment.

Educational Qualifications

MBA

(Operations / General Management preferred) OR

Postgraduate degree in Management / Commerce / Business Analytics

Additional certifications in

Operations Management, Business Analytics, Lean, Six Sigma, PMO, or Supply Chain

are an added advantage.

Employment Details

Full-time, senior-level position

with leadership responsibility across multiple operational departments. Salary bracket

20 Lacs-24 lacs

depends upon candidate Comfortable working the night shift from

7:00 PM to 4:00 AM Indian time IST (8:30 AM to 5:30 PM EST),

Monday to Friday

, from the Gurgaon office. Willing to adjust timings as required based on project deadlines and business needs. Should be available on Saturday Sunday for the discussion meetings with management. Flexible to work on Indian holidays, with compensation, while observing the official Canadian holiday calendar

Office-based role

requiring daily coordination, supervision, and cross-functional interaction with all internal teams.

Competitive compensation and benefits

aligned with industry and market standards. Opportunity to work closely with

executive leadership (CEO/VP/Directors)

and influence company-wide operational strategies. Exposure to

North American clients

, providing international operational and communication experience. Growth-oriented environment with opportunities to

lead new initiatives, build processes, and shape organizational performance frameworks

. Stable, long-term role with responsibility for

driving performance, governance, and operational excellence

. Access to company resources, tools, and professional development support for continuous learning. Role requires a strong

on-the-floor presence

, active engagement with team managers, and direct oversight of performance execution.
Job Type: Full-time

Pay: ?2,000,000.00 - ?2,400,000.00 per year

Benefits:

Food provided Health insurance Paid time off Provident Fund
Work Location: In person