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 current 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.
• 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
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📌 Head of Service Delivery - Consulting (Pune)
🏢 AM Infoweb
📍 Pune