BPO Manager - Digital Transformation

Location: Madrid, Spain (with regional oversight of LATAM operations)

Work Type: 100% on site

Department: Operations / BPO Services

Role Overview:

We are looking for a highly experienced BPO Manager with deep expertise in document management, manual process automation, and large-scale team leadership ( FTEs). This role will oversee day-to-day operations and lead digital transformation initiatives across Spain and Latin America, focusing on driving operational efficiency through technology.

Key Responsibilities:

• Lead and manage document management teams across Spain and LATAM, ensuring performance against SLAs and KPIs.
• Design and implement automation strategies to replace manual processes, leveraging technologies such as RPA, OCR, BPM tools, and digital document management platforms.
• Ensure high standards of data integrity, compliance, and traceability across document workflows.
• Continuously assess and improve processes through lean, digital-first approaches.
• Collaborate with IT, Digital Transformation, and cross-functional teams to drive and deliver strategic automation projects.
• Manage operational budgets, workforce planning, and training initiatives across a team of over 100 people.
• Maintain strong client relationships and proactively manage service delivery to ensure satisfaction and alignment with business goals.
• Define and enforce best practices, policies, and standard operating procedures for document and workflow management.

Qualifications & Experience:

• University degree in Engineering, Business Administration, IT, or a related field.
• 8+ years of experience in BPO or Shared Services environments, with a strong focus on document management and process automation.
• Proven experience managing large teams ( people) across multiple countries and cultures.
• Strong knowledge of automation tools (e.g., UiPath, Blue Prism, Power Automate) and document management systems (e.g., DocuWare, OpenText, SharePoint).
• Familiarity with Lean, Six Sigma, or other continuous improvement methodologies.
• Excellent leadership, communication, and change management skills.
• Fluent in Spanish and advanced English (Portuguese is a plus).
• Willingness to travel occasionally to LATAM.

What We Offer:

• High-impact role with regional leadership and strategic transformation focus.
• Innovative and dynamic work environment with global exposure.
• Competitive compensation and corporate benefits.
• Strong career growth opportunities in a rapidly expanding organization.