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 recent 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. • Resource & Transition Management • Client Relationship Management • Act as the strategic interface for assigned clients and business units. • Quality & SLA Management • Conduct operational and SLA review meetings with Operations Managers. • Financial & Revenue Management • Conduct monthly financial reviews with direct reportees and Business Unit leadership.



• Portfolio & Risk Management • Identify operational risks and implement mitigation strategies 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. 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 processes. • Strong understanding of business strategy, operational governance, and service delivery management. • Excellent leadership, stakeholder management, communication, and decision-making skills. • Service Delivery Management • Voice Process Operations • Client Relationship Management • SLA & KPI Management • Business Strategy & Planning • Financial Management • Operations Governance • Resource & Workforce Planning • Healthcare / Insurance BPM •

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