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.
- 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