About the job General Manager - Gulf
We are looking for a Gulf General Manager to lead and scale a high-impact business unit across the GCC, reporting directly to the CEO. This is a senior, mission-critical role for a leader who thrives at the intersection of commercial growth, operational excellence, and customer experience.
As Gulf GM, you will own the end-to-end performance of the business—shaping strategy, driving profitability, and translating vision into execution across operations, sales, and account management. You will lead multiple services, manage complex client portfolios, and ensure contractual, financial, and service commitments are not just met—but exceeded.
What will you do
- Develop and implement a comprehensive commercial strategy aligned with organizational goals and objectives to ensure accelerated profitable business growth and achieve commercial success within the assigned business unit
- Champion and lead new projects or service developments from innovation to successful implementation across all business functions, ensuring they align with both commercial and marketing strategies and become integral to the business.
- Develop client relationship management processes to ensure that their needs are being met and that excellent service is achieved and develop future improvements/services for the clients.
- Work closely with managers to drive the operational performance towards achieving all clients contractual matrices.
- Develop strategies that support the retention of existing clients in line with growing potential businesses
- Plans and direct BPO activities towards achieving set targets (financial, operation, quality and cultural whilst adhering to legislative provisions)
- Identifies, develops & directs business implementation to ensure that processes, management methods and workflow are optimized
- Responsible for all contractual agreements and ensure realistic and practical commitments are made to clients.
- Provide strategic guidance to the business unit managers to ensure service delivery
- Manage multiple services across the business unit and provide strategic direction and leadership to the teams so that they consistently meet and exceed performance metrics
- Develop an organization structure that is in line with the business objectives and needs, ensure effective tools and mechanisms are provided to the teams to track the departmental performance.
- Ensure effective succession plans are in place and seek the development of direct reports up to and including moving them to different teams/services within the company in order to maximize potential.
- Ensure timely preparation and review of goals and development plans for direct reports.
- Approve resource planning, recruitment training and other development plans for the teams Mentor and guide direct reports and work closely with all Managers and intervene appropriately to create a competent and close-knit team.
- Ensure Meeting and exceeding Financial Targets set and indicated in the annual business planning.
- Managing strategic affiliations on business unit level to support the business initiatives and market penetration.
Who Thrives Here
This role is ideal for a seasoned general manager or director with 12–15 years of professional experience and 10+ years in leadership, who combines sharp business acumen with a people-first mindset. You are equally comfortable setting strategy, reviewing P&L performance, negotiating contracts, and coaching senior leaders.
Fluency in Arabic and English, deep understanding of BPO / customer experience environments, and a proven track record of driving growth, retention, and operational excellence are essential.