Principal Business Unit Head

Principal Business Unit Head – International BPO

We are seeking an experienced PBUH to lead a large-scale international business unit, taking full accountability for client partnerships, commercial performance, operational excellence, and long-term business growth.

This role requires a commercially minded leader with extensive BPO experience, strong client management capability, and a proven track record of leading complex, large-scale operations while delivering sustainable financial and operational performance.

Key Responsibilities

Business Unit Leadership

• Lead and manage the overall performance and profitability of the business unit.
• Drive operational excellence and ensure achievement of all contractual obligations and service levels.
• Develop and execute business strategies that support long-term growth and sustainability.
• Lead through multiple layers of leadership to create a high-performance culture.

Client & Commercial Management

• Own and manage strategic client relationships at an executive level.
• Identify opportunities for business growth, revenue expansion, and increased client value.
• Lead commercial negotiations, contractual governance, and change management processes.
• Position the organisation as the partner of choice through exceptional client engagement.

Financial & Business Performance

• Assume full accountability for business unit financial performance.
• Manage budgets, forecasting, revenue, profitability, and cost optimisation.
• Develop business cases, ROI models, and commercial proposals.
• Drive business growth and achieve financial targets.

Operational Excellence

• Lead large-scale front-office and back-office operations.
• Deliver performance against contractual, operational, financial, and customer experience targets.
• Drive continuous improvement, innovation, and operational transformation initiatives.
• Ensure effective governance, risk management, and regulatory compliance.

Leadership & Talent Development

• Build, develop, and lead high-performing leadership teams.
• Drive succession planning, talent development, and employee engagement.
• Create a culture of accountability, ownership, and continuous improvement.

Minimum Requirements

• Minimum 10 years' experience within the BPO / Contact Centre industry.
• Minimum 5 years' experience in a senior operational or business unit leadership role.
• Proven experience managing large-scale international BPO operations.
• Demonstrated experience leading operations of 250+ FTE.
• Strong client relationship management and executive stakeholder engagement experience.
• Proven experience managing budgets, forecasting, revenue growth, profitability, and commercial performance.
• Strong operational, financial, and commercial acumen.
• Experience within regulated environments will be advantageous.