Sr. Manager - Presales - BPO
About This Role
Summary The Senior Manager of BPO leads the design and delivery of winning proposals for business process outsourcing opportunities with a strong emphasis on AI-enabled distributed models, digital workforce orchestration, and Interaction-as-a-Service (IaaS). This role blends commercial strategy, solution architecture, and operational modeling to create scalable, innovative, and customer-centric outsourcing offerings.
Main Responsibilities
- AI-Driven Solutioning & Distributed Operating Models
- Design BPO models leveraging AI agents, LLMs, automation, and hybrid human-AI workflows.
- Architect distributed ecosystems (onshore/offshore/AI virtual capacity).
- Assess client environments for AI efficiency opportunities.
- Build solution blueprints and quantify benefits using modeling techniques (FTE reduction, throughput).
- Interaction-as-a-Service (IaaS) Solution Architecture
- Deep understanding of IaaS models, omnichannel contact management, and consumption based proposals.
- Knowledge of next-gen contact center tech, cloud platforms, and digital tools.
- Define interaction-level SLAs, routing logic, and create AI-aligned pricing structures.
- Commercial Strategy & Financial Modelling
- Develop AI-inclusive pricing models and build robust business cases.
- Master various deal structures: fixed price, consumption-based, hybrid risk-reward.
- Lead commercial discussions, identify cost levers, and partner with Finance to ensure sustainable margins.
- Proposal Leadership & Bid Management
- Master the RFI/RFP process; drive the full proposal lifecycle.
- Synthesize complex technical inputs into crisp, differentiating business narratives and executive summaries.
- Coordinate internal stakeholders (IT, Legal, Operations, Security) to finalize solution components.
- Client Engagement & Consultative Selling
- Utilize strong consultative skills to translate client needs into AI-enabled BPO solutions.
- Lead solution workshops, design sessions, and articulate how AI improves CX and operational efficiency.
- Support Sales during negotiations and deal shaping.
- Cross-Functional Collaboration & Governance
- Align diverse stakeholders (Data Science, Tech, Finance) to ensure viable and scalable solutions.
- Identify and mitigate technical, operational, and commercial risks (data security, model bias, compliance).
- Ensure operational readiness and adhere to governance standards.
Key Requirements
- BPO Solution Design Expertise
- AI & Automation Solutioning Skills
- Interaction-as-a-Service (IaaS) and Omnichannel Skills
- Commercial & Financial Modelling
- Proposal Management & Bid Leadership
- Client-Facing & Consultative Selling Skills
- Stakeholder & Cross-Functional Management
- Industry & Technology Awareness
- Documentation & Technical Writing
- Analytical & Problem-Solving Skills
Nice to Have
- Lean Six Sigma / process excellence exposure
- Experience with cloud platforms (AWS, Azure, Google)
- Experience with AI model evaluation (quality, accuracy, bias)
- Contact center operations background
- Experience in transformational outsourcing
Other Details
This role offers a mix of remote work flexibility and the potential for engaging with various industries. It is essential for candidates to possess a thorough understanding of the outsourcing landscape and demonstrate innovative methods in service delivery.
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