Job Description Key Responsibilities Business Planning & Strategic Management
n • 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.
n • Identify recent 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.
n • Define and implement effective service delivery frameworks and operational controls.
n • Drive process compliance, productivity enhancement, and cost optimization initiatives. Resource & Transition Management
n • Coordinate with transition teams for effective resource planning and deployment. • Manage workforce planning, infrastructure allocation, and technology rollout. Client Relationship Management
n • Act as the strategic interface for assigned clients and business units.
n • Build and maintain strong relationships with global stakeholders and leadership teams. Quality & SLA Management • Conduct operational and SLA review meetings with Operations Managers.
n • Drive corrective actions to ensure SLA adherence and operational excellence. Financial & Revenue Management
n • Conduct monthly financial reviews with direct reportees and Business Unit leadership.
n • Monitor profitability, utilization,



and operational costs. Portfolio & Risk Management
n • Identify operational risks and implement mitigation strategies
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n Required Qualifications
n • Bachelor’s Degree in any discipline.
n • Minimum 12+ years of relevant experience in BPO/BPM service delivery and operations management.
n • Minimum 3+ years of experience working in a Senior Manager role or equivalent leadership position. Desired Candidate Profile
n • Strong experience managing Voice Operations within the BPO/BPM industry.
n • Proven experience handling large BPM client engagements.
n • Preferred domain expertise in Healthcare or Life Insurance processes.
n • Exposure to managing global client relationships and international stakeholders.
n • Strong understanding of business strategy, operational governance, and service delivery management.
n • Excellent leadership, stakeholder management, communication, and decision-making skills.
n • HIPAA certification will be an added advantage.
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n Key Skills
n • Service Delivery Management
n • Voice Process Operations
n • Client Relationship Management
n • SLA & KPI Management
n • Business Strategy & Planning • Financial Management
n • Operations Governance • Resource & Workforce Planning
n • Process Improvement
n • Healthcare / Insurance BPM
n • Team Leadership

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