Key Responsibilities Business Planning & Strategic Management

- Prepare annual budgets and business plans aligned with organizational and divisional objectives. - Partner with Business Unit Heads and Account Managers to develop and execute account growth strategies.

- Identify new business opportunities within existing service lines and support expansion into new services. Service Delivery & Operations Management - Lead end-to-end service delivery across multiple voice-based BPO operations.

- Define and implement effective service delivery frameworks and operational controls.

- Drive process compliance, productivity enhancement, and cost optimization initiatives. Resource & Transition Management

- Coordinate with transition teams for effective resource planning and deployment. - Manage workforce planning, infrastructure allocation, and technology rollout. Client Relationship Management

- Act as the strategic interface for assigned clients and business units.

- Build and maintain strong relationships with global stakeholders and leadership teams. Quality & SLA Management - Conduct operational and SLA review meetings with Operations Managers.

- Drive corrective actions to ensure SLA adherence and operational excellence. Financial & Revenue Management

- Conduct monthly financial reviews with direct reportees and Business Unit leadership.

- Monitor profitability,



utilization, and operational costs. Portfolio & Risk Management

- Identify operational risks and implement mitigation strategies

Required Qualifications

- Bachelor’s Degree in any discipline.

- Minimum 12+ years of relevant experience in BPO/BPM service delivery and operations management.

- Minimum 3+ years of experience working in a Senior Manager role or equivalent leadership position. Desired Candidate Profile

- Strong experience managing Voice Operations within the BPO/BPM industry.

- Proven experience handling large BPM client engagements.

- Preferred domain expertise in Healthcare or Life Insurance processes.

- Exposure to managing global client relationships and international stakeholders.

- Robust understanding of business strategy, operational governance, and service delivery management.

- Excellent leadership, stakeholder management, communication, and decision-making skills.

- HIPAA certification will be an added advantage.

Key Skills

- Service Delivery Management

- Voice Process Operations

- Client Relationship Management

- SLA & KPI Management

- Business Strategy & Planning - Financial Management

- Operations Governance - Resource & Workforce Planning

- Process Improvement

- Healthcare / Insurance BPM

- Team Leadership

📌 Head Of Service Delivery (India)
🏢 AM Infoweb
📍 India