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 recent 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 robust 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

• Robust experience managing Voice Operations within the BPO/BPM industry.

• Proven experience handling large BPM client engagements.

• Preferred domain expertise in Healthcare or Lif

📌 Head Of Service Delivery Sangli
🏢 AM Infoweb
📍 Sangli