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 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 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 solid 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