Manager, Solutions Development

The Solutions Development role is responsible for driving business growth, designing competitive Business Process Outsourcing (BPO) solutions, and ensuring seamless project execution. The role bridges business development, operations, and technology by identifying opportunities, crafting client-centric proposals, mobilizing projects, and ensuring delivery excellence. It requires strong strategic, technical, and financial acumen to build sustainable, scalable, and innovative outsourcing solutions.

1. Strategic Business Growth & Client Acquisition

· Lead the development and expansion of new business opportunities within the BPO sector, spanning customer support, back-office operations, and technical helpdesk.

· Identify market trends and position the company to capture new opportunities through tailored solutions.

· Engage with prospective clients to understand outsourcing needs and craft compelling, client-centric proposals.

· Build and maintain long-term client relationships through regular engagement, solutioning discussions, and thought leadership.

2. Solution Design & Architecture

· Gather requirements through RFPs, workshops, and stakeholder interviews to define solution scope.

· Map end-to-end processes (people, technology, workflows) and translate them into robust operational and technical solution architectures.

· Ensure solution designs are scalable, cost-effective, and aligned with tender requirements.

3. Proposal & Bid Support

· Partner with Sales and Operations teams on tenders and proposals, preparing solution decks, costing models, and staffing plans.

· Highlight differentiators, value propositions, and ROI in bid submissions to maximize competitiveness.

· Present solutions confidently to C-suite executives, government agencies, and commercial customers.

4. Project Mobilization & Enablement

· Oversee the mobilisation of new BPO projects, ensuring readiness in staffing, infrastructure, processes, and technology.

· Recruit, train, and enable project teams to achieve service readiness and delivery excellence.

· Establish operational frameworks to ensure smooth transition from business development to execution.

5. Technology Integration & Innovation

· Consult Ops-Tech team to assess and recommend the adoption of digital platforms (ERP, AI, IoT, telephony, etc.) to enhance efficiency and scalability.

· Coordinate Proofs of Concept (POCs) and pilots to validate technology fit for client needs.

· Drive digital transformation initiatives while ensuring regulatory compliance and data security standards.

6. Financial & Resource Modelling

· Develop FTE models, tiered pricing strategies, and cost breakdowns to support competitive bids.

· Run scenario analyses (e.g., scaling, automation impact, wage escalation) to stress-test financial models.

· Balance CapEx and OpEx considerations to ensure long-term sustainability and profitability.

7. Operational Collaboration & Stakeholder Engagement

· Work closely with Operations, HR, and Training teams to ensure seamless handover from solution design to implementation.

· Act as the primary liaison between clients and internal teams, ensuring clarity on expectations, deliverables, and SLAs.

· Facilitate cross-functional collaboration to align business goals, client satisfaction, and innovation outcomes.

1. Performance Monitoring & Quality Assurance

· Track project performance against SLAs and KPIs, initiating corrective actions as needed.

· Conduct service quality audits and drive continuous improvement initiatives across accounts.

· Use data and analytics to optimize delivery models and improve service resilience.

9. Continuous Improvement & Industry Benchmarking

· Capture lessons learned from past bids and live projects to refine solutioning playbooks.

· Benchmark against industry standards and emerging trends (AI, automation, workforce transformation) to future-proof solutions.

· Update solution frameworks, templates, and methodologies to ensure consistency and competitiveness.