Sr. Manager - Presales - BPO

SummaryThe 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 ResponsibilitiesAI-Driven Solutioning & Distributed Operating ModelsDesign 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 ArchitectureDeep 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 ModellingDevelop 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 ManagementMaster 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 SellingUtilize 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 & GovernanceAlign 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 RequirementsBPO Solution Design ExpertiseAI & Automation Solutioning SkillsInteraction-as-a-Service (IaaS) and Omnichannel SkillsCommercial & Financial ModellingProposal Management & Bid LeadershipClient-Facing & Consultative Selling SkillsStakeholder & Cross-Functional ManagementIndustry & Technology AwarenessDocumentation & Technical WritingAnalytical & Problem-Solving SkillsNice to HaveLean Six Sigma / process excellence exposureExperience with cloud platforms (AWS, Azure, Google)Experience with AI model evaluation (quality, accuracy, bias)Contact center operations backgroundExperience in transformational outsourcingOther DetailsThis 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.