International Operations Manager - Property Management

Role Overview:

The job location for this role is Rajkot , Gujarat.

Reports to: Director of Operations (UK Based)

The Offshore BPO Manager is responsible for leading a high-performing remote operations team that supports a fast-paced UK property company. This role ensures consistent delivery of high-quality customer service, property administration, maintenance coordination, and support tasks.

This is a senior leadership role where you will drive service excellence, build a strong people-focused culture, and ensure our offshore team delivers high-quality support to our UK operations across property management, customer service, and maintenance coordination.

Key Responsibilities:

Team Leadership & Operations:

• Lead, manage, and motivate a multi-functional BPO team supporting UK-based property operations.
• Set clear expectations, daily priorities, and performance standards aligned with UK business needs.
• Oversee scheduling, resource allocation, capacity planning, and adherence to SLAs.
• Conduct regular 1:1s, team meetings, and performance reviews.
• Manage attendance, discipline, and escalation processes in line with company policies.

Coaching, Training & People Development:

• Deliver ongoing coaching to upskill team members in customer service, property processes, and communication etiquette.
• Coach, mentor, and develop staff to build capability and ensure continuous improvement.
• Identify individual skill gaps and create tailored development plans.
• Collaborate with UK teams to design and maintain training materials, SOPs, and knowledge bases.
• Support new starters with structured onboarding and competency tracking.

Performance Management & Service Delivery:

• Own the performance scorecard for the BPO team, including KPIs such as turnaround time, accuracy, customer satisfaction, and first-contact resolution.
• Monitor daily/weekly KPIs and provide regular reporting to UK leadership.
• Oversee performance management, quality control, and KPI delivery.
• Ensure accurate, timely, and efficient service across all operational workflows.
• Implement structured performance improvement plans when required.

Culture, Engagement & Collaboration:

• Foster a people-centric, supportive, and high-energy culture aligned with the values of the UK business.
• Drive a positive, engaging, people-first culture.
• Promote collaboration, open communication, and psychological safety.
• Drive employee engagement initiatives, recognition programmes, and positive team morale.
• Serve as the primary liaison between UK teams and the offshore BPO site.
• Collaborate closely with UK leadership teams and act as the offshore point of contact.

Operational Excellence & Process Improvement:

• Ensure all operational workflows align with UK compliance and property management standards.
• Identify inefficiencies and recommend solutions to streamline processes.
• Optimise processes, introduce best practices, and champion operational excellence.
• Work collaboratively with UK stakeholders to introduce new tools, automation, and best practices.
• Maintain high levels of accuracy and data integrity across all tasks.

Skills & ExperienceEssential:

• 3+ years’ experience in BPO team leadership or operations management (property or service sector preferred).
• Proven track record of coaching teams, improving performance, and developing staff.
• Strong people management, coaching, and communication skills.
• Strong understanding of KPIs, operational reporting, and data-driven decision-making.
• Proven experience driving performance in fast-paced service environments.
• Excellent communication skills (spoken and written) suitable for UK clients.
• Confident in managing conflict, delivering feedback, and driving accountability.

Desirable:

• Experience working with UK or international clients (property sector preferred).
• Experience supporting English speaking property management, lettings, repairs, or customer support functions.
• Familiarity with property CRMs (e.g., Fixflo, Reapit, Arthur, Qube) and ticketing systems.
• Exposure to continuous improvement methodologies (Lean, Six Sigma).

Key Attributes:

• People-centric leadership style with strong emotional intelligence.
• High energy, proactive, and solutions-focused.
• Organised, detail-oriented, and comfortable handling multiple priorities.
• Passionate about building culture, developing people, and driving results.
• Thrives in a dynamic, fast-paced environment with evolving business needs.

KPIs for Success:

• Team performance targets consistently achieved or exceeded.
• Improved staff capability, engagement, and retention.
• High quality of service delivery and reduced errors.
• Strong collaboration and satisfaction from UK stakeholders.
• Positive contribution to culture and continuous improvement.

Why Join Us?

• Work with an ambitious, fast-growing UK company.
• Lead a talented offshore team with real impact on business success.
• Supportive culture focused on people development and continuous improvement.
• Opportunity to shape and grow our offshore operations.

If you are a confident leader who thrives in dynamic environments and is passionate about developing people and delivering results, we’d love to hear from you.

Job Types: Full-time, Permanent

Benefits:

• Paid sick time
• Paid time off

Ability to commute/relocate:

• Rajkot, Gujarat: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)

Application Question(s):

• Do you have 2 years of experience in BPO team leadership operations management ?
• Do you have experience working with the International clients ?

Language:

• Professional English (Required)

Work Location: In person