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 recent business opportunities within existing service lines and support expansion into current 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. • Solid 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