Operations Director

Lima, Lima S/.90000 - S/. Y eClerx Hoy Job DescriptionOperations Director Contact Center___ Location: Lima, PE Type: Full-time Vertical: Customer Operations ___ Summary We are seeking a strategic Program Manager to lead multi-client delivery of customer service operations and Quality as a Service (QAAS). This role will own 24/7 operational oversight across multiple support channels (including voice, chat, email, QA), while ensuring strong cost controls and operational profitability. Responsibilities End-to-end management of client programs with responsibility for service delivery, quality, and efficiency. Manage 24/7 operations, workforce planning, and shift alignment to optimize resource utilization. Drive QAAS execution and governance—audits, calibrations, and improvement initiatives. Prepare and manage budgets, control costs, and ensure profitability of each client engagement. Monitor operational and financial KPIs, identify cost-saving opportunities, and lead corrective actions. Partner with clients and internal teams for business reviews, escalations, and strategic inputs. Lead performance management, team development, and employee engagement across functions. Ensure compliance with client SLAs, company policies, and information security standards. Eligibility Requirements 7-8 years of experience in customer operations and quality management in a BPO or shared services setup in supervisory/management roles Proven track record of managing cost-effective, profitable delivery in a 24/7 environment. Excellent leadership, budgeting, stakeholder management, and analytical skills. Graduate or postgraduate in Business, Technology, or Operations disciplines. Experience in Customer service, technical support, QAAS, automation, or digital contact center management. Familiarity with financial modeling, P&L management, and cost optimization Domain knowledge in telecom, BFSI, or e-commerce sectors is a plus. About EClerx eClerx provides business process management, analytics, and automation services to a number of Fortune 2000 enterprises, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 14,000+ people across its global sites in the US, UK, Italy, Germany, and Singapore, along with its delivery centers in India and Thailand. For more information, visit eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here . Business Operations Specialist Lima, Lima S/.90000 - S/. Y EBANX Hoy At EBANX, you'll help expand access to payments and technology in some of the world's most dynamic markets. We're aunicorn-status fintech,AI-powered, and scaling fast across29 countries and counting.Our platform connects leading global companies to more than1 billion consumers, enabling seamless cross-border payments where it matters most. We build with purpose, move with speed, and create solutions that are both innovative and inclusive. If you're looking to be part of a company that's transforming the future of payments withclarity,ambition, andreal-world impact— we'd love to meet you.In Operations, we ensure everything runs with excellence, security, and according to the right processes. We focus on efficiency and quality, making sure every step of our solution happens smoothly, accurately, and reliably. As aBusiness Operations Specialist, your mission is to maintain the integrity of EBANX's payment operations, ensure the best quality of payment approval, build strategic relationships with stakeholders, establish business continuity, identify strategic opportunities to improve EBANX's performance and provide technical support to internal and external areas. You will also be responsible for: Monitor and utilize advanced technical skills to analyze key performance indicators (KPIs) of all pillars of approval rates considering the technical and integration characteristics of each acquirer, issuer, BIN, product, API response, ISO message, and divisions like recurring and card-on-file payments, card verification, installments, and pre-authorization; Lead and propose deep-dive action plans to enhance approval rates at the acquirer, partners, issuers, and card schemes, proposing and executing actions at the country level (Peru) to improve approvals and conversion rates; Design and develop workflows and procedures to streamline payment operations optimizing efficiency and effectiveness; Build and manage relationships with payments partners in Peru (acquirers, issuers, card schemes, and external providers) to ensure optimal performance and operations continuity and collaborate with partners to implement strategies to improve approval rates;Conduct A/B tests with acquirers, focusing on enhancing approval rates and evaluating local approval strategies; Be on top of market and technology trends in the payments industry in Peru, mapping opportunities and recommendations to improve EBANX's local payment operations and approval rates, and proactively adapting our operational strategies accordingly; Co-create dashboard visualizations on Kibana/Grafana enabling deeper specific analysis for conversion rates, such as creating queries for SQL consults and analysis; Analyze real-time data to identify patterns and trends that can enhance the efficiency and accuracy of Smart Routing strategies using advanced Machine Learning (ML) techniques; Detect anomalies and handle alerts based on Machine Learning algorithms and work on the continuous improvement of the monitoring tool, refining the algorithm and dashboards; Collaborate with internal stakeholders – Products, Engineering, Fraud Prevention, Data Analytics, Commercial, Merchant Operations, and Business Architecture – to guarantee and deliver the best approval rates to our merchants. Main requirements for this position Previous experience in the payments industry, e-commerce, or similar, preferably within Peru; A self-starter who is comfortable working in a fast-paced and data-driven environment; Strong analytical skills with the ability to interpret complex data sets and derive actionable insights; Tenacious and resilient with a positive and solution-oriented attitude; Detail-oriented mindset with a focus on continuous improvement and optimization; Microsoft Excel or Google Sheets skills; Advanced English. What would be a Plus Experience in process mapping and technical documentation; Knowledge about smart routing, anti-fraud solutions, card scheme authorization products; Experience with data visualization and analytical tools (Tableau, Kibana); Project management, roadmap, and organization; Ability to manage and handle complex situations; Bachelor's degree in Business, Technology, or a related field; Exceptional communication, presentation, and negotiation skills; Advanced SQL to write, review, and join queries across multiple databases. EBANX offers Spanish, English, and Portuguese classes; WAVES - Program of goals and results (variable compensation); EBANX Education: financial support for undergraduate, graduate, and MBA programs so you can develop important skills for your career; EBANX Skills: budget for workshops and courses; EBANX Flexible: Birthday Day Off; Semi-flexible hours (8 hours a day - Monday to Friday); EBANX Health: Health and Dental Insurance, with subsidy for dependents and medicine subsidy for ebankers; #J-18808-Ljbffr