Key Responsibilities Business Planning & Strategic Management
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• 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.
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• 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.
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• Define and implement effective service delivery frameworks and operational controls.
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• Drive process compliance, productivity enhancement, and cost optimization initiatives. Resource & Transition Management
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• Coordinate with transition teams for effective resource planning and deployment. • Manage workforce planning, infrastructure allocation, and technology rollout. Client Relationship Management
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• Act as the strategic interface for assigned clients and business units.
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• Build and maintain robust relationships with global stakeholders and leadership teams. Quality & SLA Management • Conduct operational and SLA review meetings with Operations Managers.
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• Drive corrective actions to ensure SLA adherence and operational excellence. Financial & Revenue Management
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• Conduct monthly financial reviews with direct reportees and Business Unit leadership.
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• Monitor profitability, utilization,
and operational costs. Portfolio & Risk Management
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• Identify operational risks and implement mitigation strategies
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Required Qualifications
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• Bachelor’s Degree in any discipline.
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• Minimum 12+ years of relevant experience in BPO/BPM service delivery and operations management.
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• Minimum 3+ years of experience working in a Senior Manager role or equivalent leadership position. Desired Candidate Profile
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• Strong experience managing Voice Operations within the BPO/BPM industry.
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• Proven experience handling large BPM client engagements.
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• Preferred domain expertise in Healthcare or Life Insurance processes.
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• Exposure to managing global client relationships and international stakeholders.
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• Solid understanding of business strategy, operational governance, and service delivery management.
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• Excellent leadership, stakeholder management, communication, and decision-making skills.
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• HIPAA certification will be an added advantage.
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Key Skills
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• Service Delivery Management
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• Voice Process Operations
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• Client Relationship Management
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• SLA & KPI Management
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• Business Strategy & Planning • Financial Management