Programme Manager - Self Management

Experience Required: 8–10 Years

About the Role

We are seeking an experienced and dynamic Program Manager to lead and oversee operations for WWUGL. The ideal candidate will bring strong BPO domain expertise, proven leadership capabilities, and the ability to manage large cross-functional teams while maintaining exceptional client relationships.

Key Responsibilities

Lead end-to-end program operations within the BPO environment
Manage and mentor Managers, Team Leads, and support teams including Helpdesk and Service Desk professionals
Drive operational excellence, performance metrics, and service delivery standards
Act as the primary point of contact for client interactions and stakeholder communications
Ensure SLA adherence, quality benchmarks, and continuous process improvements
Provide strategic direction and support business growth initiatives
Handle escalations effectively while maintaining high client satisfaction
Requirements

• 8–10 years of experience in the BPO industry
• Proven experience managing Managers, Team Leads, and large operational teams
• Strong background in Service Desk / Helpdesk support environments
• Demonstrated client interaction and stakeholder management experience
• Excellent communication and presentation skills
• Exceptional leadership, decision-making, and problem-solving abilities
• Ability to drive team performance and foster a high-accountability culture

Benefits
Strong analytical and reporting skills
Experience in multi-location or global program management
Ability to work in a fast-paced, results-driven environment