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 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 proce

📌 Head Of Service Delivery (India)
🏢 AM Infoweb
📍 India