Careers at Symbos

Are you a strategic, data‑led operational leader ready to shape the future of BPO performance? Symbos is seeking an exceptional General Manager – Business Improvement Group to drive enterprise‑wide optimisation, operational excellence and scalable growth across the BPO business

In this newly created role, you will lead a high‑impact portfolio that will transform how our clients and delivery teams operate, lifting efficiency, unlocking insights, and embedding sustainable improvement across people, process and technology.

Why this role matters

As our General Manager – Business Improvement Group, you are the engine room of continuous improvement. You will translate complex operational data into clear direction, partner closely with senior stakeholders, and champion a culture of performance and accountability. Your influence will extend across workforce management, reporting, transformation and core operational capability, directly shaping client outcomes and commercial performance.

What you’ll lead

Operational Excellence & Continuous Improvement

• Drive the identification, design and delivery of enterprise improvement initiatives.
• Apply Lean, Six Sigma and process‑reengineering methods to enhance quality, productivity and cost outcomes.
• Build a strong culture of data‑driven decision making across delivery teams.

Workforce Management & Performance Optimisation

• Own our WFM strategy across forecasting, capacity planning, scheduling and utilisation.
• Partner with operations to ensure alignment to client demand, service levels and commercial targets.
• Diagnose systemic performance issues and embed sustainable solutions.

Reporting, Insights & Analytics

• Lead the design and governance of operational and client reporting frameworks.
• Evolve reporting to be forward‑looking and insight‑led, informing decisions, not just describing outcomes.
• Turn complex data into practical recommendations for senior leaders and clients.

Client & Stakeholder Leadership

• Work directly with clients and senior internal stakeholders to identify opportunities, uplift performance and deliver measurable improvement.
• Collaborate with Technology, Finance, People & Culture and Analytics teams to drive enterprise‑wide change.

Governance, Change & Capability Uplift

• Lead governance, benefits tracking, risk management and adoption plans for improvement initiatives.
• Support cultural and capability uplift to embed continuous improvement into day‑to‑day operations.

What you bring

• Senior leadership experience within BPO or large‑scale outsourced operations.
• Proven ability to deliver continuous improvement programs at scale.
• Strong WFM, operational reporting and performance optimisation expertise.
• Lean, Six Sigma or similar continuous improvement accreditation.
• Ability to influence at senior levels and drive alignment across diverse stakeholder groups.
• Strong commercial acumen, analytical capability and a pragmatic, outcomes‑focused leadership style.

What success looks like

• Tangible improvements in efficiency, utilisation and service performance.
• Insight‑driven reporting that shapes decisions for clients and senior leaders.
• Embedded continuous improvement culture across delivery teams.
• Measurable benefits across cost, quality, customer experience and commercial performance

Ready for the next step?

Apply today or reach out to ben_stevens@symbos.com.au for more information.

We are a Circle Back Initiative Employer – we commit to respond to every applicant.

About Symbos

Symbos is a growing, people-powered outsourcing services group with over 30 years of cross-industry experience, partnering with more than 250 clients across enterprise, government, and emerging sectors. Our team of 1,200+ professionals operates across Australia, New Zealand, Fiji, the Philippines, and South Africa, delivering meaningful outcomes across customer experience, managed services, and operational transformation.

We operate with a unique ‘Glocal’ delivery model, locally led, regionally integrated, ensuring clients benefit from both strong in-market accountability and smart delivery models across regions. With a track record of long-term partnerships, award-winning performance, and a culture built on agility and collaboration, Symbos is a place where great people come to do their best work.

If you’re passionate about shaping the future of service delivery and want to be part of a team that values performance, innovation, and trust, Symbos offers the platform to thrive.