Role Title Assistant General Manager (AGM) Business Process Services Delivery Lead (FMCG and Retail) Location: Mumbai Role Purpose The Business Process Services (BPS) Delivery Lead will be responsible for managing end-to-end delivery operations for multiple client accounts across business process services engagements.

The role requires strong operational leadership, client management capability, process orientation, and the ability to drive large teams while ensuring service excellence, SLA adherence, profitability, and customer satisfaction.

The individual will play a key role in scaling operations, improving delivery efficiency, strengthening governance, and driving continuous improvement initiatives across engagements.

Key Responsibilities Delivery & Operations Management Lead end-to-end delivery of Business Process Services engagements across multiple clients and locations.

Ensure achievement of operational KPIs including SLA adherence, productivity, quality, turnaround time, and customer satisfaction.

Drive operational rigor through structured governance, reviews, and performance management mechanisms.

Manage delivery planning, resource allocation, workforce utilization, and capacity management.

Ensure timely issue resolution and proactive risk management across accounts.

Client Relationship Management Act as the primary delivery escalation point for key clients.

Build strong relationships with client stakeholders and drive high levels of client satisfaction.

Participate in governance reviews, business reviews, and operational steering meetings.

Identify opportunities for account growth, cross-sell, and service enhancement.

Team Leadership Lead and mentor large delivery teams across operations, team leads, and managers.

Build a high-performance and customer-centric culture within the organization.

Drive employee engagement, capability building, and succession planning initiatives.





Ensure effective performance management and development planning for teams.

Process Excellence & Transformation Drive continuous improvement initiatives across delivery operations.

Implement Lean Six Sigma and operational excellence methodologies to improve efficiency and quality.

Identify automation and digitization opportunities to improve scalability and reduce manual effort.

Standardize SOPs, controls, and operational governance mechanisms.

Financial & Commercial Management Manage delivery P&L; components including productivity, margins, utilization, and cost optimization.

Monitor operational budgets and ensure financial discipline.

Support commercial discussions, solutioning, and transition planning for new business opportunities.

Compliance & Governance Ensure adherence to client contractual obligations, internal policies, compliance standards, and audit requirements.

Maintain strong governance frameworks and reporting mechanisms across engagements.

Ensure data confidentiality and process compliance standards are consistently met.

Desired Candidate Profile Graduate/Postgraduate in Business, Commerce, Operations, or related discipline.

1012 years of experience in operations and delivery management within BPO/BPM, shared services, or managed services environments.

Proven experience managing large-scale operations and multiple client accounts.

Strong exposure to back-office operations, compliance operations,



finance & accounting operations Demonstrated capability in managing teams of 100+ employees across multiple processes or locations.

Robust client-facing experience with ability to manage senior stakeholder relationships.

Exposure to transition management, process improvement, and transformation initiatives preferred.

Lean Six Sigma Green Belt/Black Belt certification will be an advantage.

Strong analytical, people management, and communication skills.

Key Skills Delivery Management Business Process Services (BPS) Operations Management Client Relationship Management SLA & KPI Management Team Leadership Process Excellence Lean Six Sigma Operational Governance Financial Management Workforce Planning Continuous Improvement Stakeholder Management Automation & Transformation Success Metrics SLA and KPI achievement Client satisfaction and retention Productivity and quality improvements Margin and cost optimization Employee engagement and retention Successful delivery transitions and scaling Operational compliance and governance adherence Preferred Industry Background Candidates from the following sectors will be preferred: BPO / BPM Shared Services Managed Services Finance & Accounting Operations Compliance Operations Retail Back-office Operations Supply Chain Support Services

5-10 Years
Skills Requirement Technical & Strategic Skills Strong expertise in enterprise platforms and systems Hands-on experience with cloud technologies, APIs, data platforms, and security Ability to design scalable, high-performance systems with strong governance and compliance Exposure to AI tools and business applications Leadership & Business Skills Proven ability to work with CXO-level leadership Strong capability to align technology strategy with business goals and financial outcomes Excellent decision-making and stakeholder management skills Ability to translate complex technical concepts for non-technical leadership teams

Required Skill Profession

Management

📌 Assistant General Manager – Delivery Lead (FMCG/ Retail) (Mumbai)
🏢 AKMV Consultants
📍 Mumbai