Role Purpose

The AGM 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 solid 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

📌 Senior Manager (Bengaluru)
🏢 Matrix Business Services
📍 Bengaluru