General Manager

JOB SUMMARY

We are seeking a highly accomplished General Manager to lead the overall business operations, strategic direction, and organizational transformation of a growing shared services and business process outsourcing organization supporting the real estate industry.

This executive will be responsible for driving operational excellence, business growth, customer experience, digital transformation, financial performance, and organizational capability while ensuring exceptional service delivery to both internal and external stakeholders.

The ideal candidate is a visionary, transformational, and future-ready leader who has been exposed to world-class organizations and understands evolving business models, emerging technologies, and industry best practices. The successful candidate should possess the ability to build and develop high-performing leadership teams while transforming the organization into a larger, more agile, technology-enabled, and strategically positioned business.

KEY RESPONSIBILITIES

Strategic Leadership

• Develop and execute the organization's long-term strategic roadmap aligned with business objectives and stakeholder expectations.
  




• Lead business transformation initiatives that improve operational efficiency, service quality, customer experience, and organizational effectiveness.
  




• Identify opportunities for business expansion, process innovation, automation, and digital transformation.
  




• Drive a culture of continuous improvement, accountability, innovation, and operational excellence.
  

Operations Management

• Provide executive oversight of end-to-end business operations, ensuring service excellence across customer support, sales administration, documentation, billing, collections, financing support, and related business functions.
  




• Establish operational standards, service level agreements (SLAs), and key performance indicators (KPIs) to ensure consistent service delivery.
  




• Optimize business processes to improve productivity, quality, turnaround time, and customer satisfaction.
  




• Ensure compliance with regulatory, governance, and quality standards.
  

Business Growth & Client Partnership

• Strengthen strategic relationships with clients, business partners, and key stakeholders.
  




• Identify opportunities to expand existing services and develop new value-added solutions.
  




• Represent the organization in executive-level business discussions and strategic planning initiatives.
  

Financial & Business Performance

• Oversee overall financial performance, including budgeting, forecasting, cost optimization, and profitability.
  




• Monitor operational and financial metrics to ensure sustainable business growth and operational efficiency.
  




• Drive initiatives that improve organizational productivity while maintaining exceptional customer service.
  

People & Culture Leadership

• Build, inspire, and mentor a high-performing executive leadership team.
  




• Foster a collaborative, customer-centric, and performance-driven culture.
  




• Lead organizational development, succession planning, leadership capability building, and employee engagement initiatives.
  




• Champion change management and transformation across all business units.
  

Technology & Innovation

• Drive digital transformation by leveraging technology, automation, analytics, and process improvements.
  




• Stay abreast of emerging technologies and industry trends to continuously enhance operational capabilities and customer experience.
  




• Promote data-driven decision-making and innovation throughout the organization.
  

Requirements

• Bachelor's Degree in Business Administration, Management, Industrial Engineering, Finance, or a related discipline.
  




• MBA or postgraduate degree is highly preferred.
  




• Minimum of 15 years of progressive leadership experience, with at least 5 years in a General Manager, Business Unit Head, Country Manager, Operations Director, Shared Services Director, or equivalent executive leadership role.
  




• Strong experience leading Business Process Outsourcing (BPO), Shared Services, Customer Operations, Real Estate Services, Financial Services Operations, or similar service-oriented organizations.
  




• Demonstrated success in leading large-scale operational transformation, digital initiatives, and organizational growth.
  




• Exposure to world-class organizations with a deep understanding of global best practices, technology trends, customer experience, and operational excellence.
  




• Proven ability to lead large cross-functional teams and build high-performing organizations.
  




• Strong commercial, financial, and strategic business acumen, including experience managing P&L and enterprise-wide operations.
  




• Exceptional leadership, stakeholder management, communication, negotiation, and decision-making skills.
  




• Highly analytical, innovative, and capable of driving sustainable organizational growth in a dynamic business environment.