BPO Operations Manager

We are seeking an experienced and dynamic BPO Operations Manager to establish and lead our new back-office operations in Mexico, supporting our U.S.-based financial services team. The role will oversee the setup of the office, recruitment, training, and management of staff, and the development of policies and procedures for data entry and bookkeeping functions. The ideal candidate is fluent in English and Spanish, with strong leadership skills and a proven track record in BPO operations within the financial services industry. Key Responsibilities: - Office Setup: Plan and execute the establishment of the Mexico back-office, including securing office space, infrastructure, and technology systems to support data entry and bookkeeping operations. - Recruitment: Source, interview, and hire qualified staff for data entry, bookkeeping, and administrative roles, ensuring alignment with company standards and U.S. team requirements. - Training: Develop and deliver comprehensive training programs to ensure staff are proficient in financial processes, data entry, bookkeeping, and compliance with U.S. regulations. - Policy & Procedure Development: Create, implement, and maintain standardized policies and procedures for efficient and accurate back-office operations, ensuring alignment with U.S. financial standards and company objectives. - Operations Management: Oversee daily operations, monitor performance metrics, and ensure high-quality service delivery to the U.S. team, maintaining strict adherence to deadlines and accuracy. - Team Leadership: Manage, motivate, and mentor staff, fostering a productive and collaborative work environment while addressing performance issues promptly. - Cross-Border Collaboration: Act as the primary liaison between the Mexico office and the U.S. team, ensuring seamless communication and coordination. - Compliance & Quality Control: Ensure all processes comply with financial regulations, data security standards, and company policies, implementing quality control measures to minimize errors. - Reporting: Provide regular updates to senior management on office performance, staffing, and operational metrics, identifying areas for improvement. Qualifications: - Bachelor’s degree in Business Administration, Finance, or a related field (Master’s degree preferred). - 5 years of experience in BPO operations, preferably in financial services, with at least 2 years in a managerial role. - Fluency in English and Spanish (written and spoken) is mandatory. - Proven experience in setting up and managing back-office operations, including recruitment, training, and policy development. - Strong knowledge of data entry, bookkeeping processes, and financial services operations. - Familiarity with U.S. financial regulations and compliance standards is a plus. - Excellent leadership, organizational, and problem-solving skills. - Proficient in Microsoft Office Suite, accounting software, and BPO management tools. - Ability to work independently and manage cross-border teams effectively. - Strong interpersonal and communication skills to bridge cultural and operational differences. Work Environment: - The role is based in Mexico, with occasional travel to the U.S. for training or meetings. - Standard office hours with flexibility to accommodate U.S. time zones as needed.

Location: Ciudad de México, MX

Posted Date: 5/1/2025