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 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. /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 robust 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 /n /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. /n /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