Roles and Responsibilities

Business Planning & Strategic Management

- Prepare annual budgets and business plans aligned with organisational 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 optimisation 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, utilisation, and operational costs.

Portfolio & Risk Management

- Identify operational risks and implement mitigation strategies

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.

📌 Head Service Delivery (Pune)
🏢 AM Infoweb
📍 Pune