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 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. Solid 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