Key Responsibilities

Delivery & Operations Management

- Lead end-to-end delivery of Business Process Services engagements across multiple clients and locations.
- Ensure achievement of operational KPIs including SLA adherence, productivity, quality, turnaround time, and customer satisfaction.
- Drive operational rigor through structured governance, reviews, and performance management mechanisms.
- Manage delivery planning, resource allocation, workforce utilization, and capacity management.
- Ensure timely issue resolution and proactive risk management across accounts.

Client Relationship Management
- Act as the primary delivery escalation point for key clients.
- Build solid relationships with client stakeholders and drive high levels of client satisfaction.
- Participate in governance reviews, business reviews, and operational steering meetings.
- Identify opportunities for account growth, cross-sell, and service enhancement.

Team Leadership
- Lead and mentor large delivery teams across operations, team leads, and managers.
- Build a high-performance and customer-centric culture within the organization.
- Drive employee engagement, capability building, and succession planning initiatives.
- Ensure effective performance management and development planning for teams.

Process Excellence & Transformation
- Drive continuous improvement initiatives across delivery operations.
- Implement Lean Six Sigma and operational excellence methodologies to improve efficiency and quality.
- Identify automation and digitization opportunities to improve scalability and reduce manual effort.
- Standardize SOPs, controls, and operational governance mechanisms.

Financial & Commercial Management
- Manage delivery P&L; components including productivity, margins, utilization, and cost optimization.
- Monitor operational budgets and ensure financial discipline.
- Support commercial discussions, solutioning, and transition planning for new business opportunities.

Compliance & Governance




- Ensure adherence to client contractual obligations, internal policies, compliance standards, and audit requirements.
- Maintain strong governance frameworks and reporting mechanisms across engagements.
- Ensure data confidentiality and process compliance standards are consistently met.

Desired Candidate Profile
- Graduate/Postgraduate in Business, Commerce, Operations, or related discipline.
- 1012 years of experience in operations and delivery management within BPO/BPM, shared services, or managed services environments.
- Proven experience managing large-scale operations and multiple client accounts.
- Strong exposure to back-office operations, compliance operations, finance & accounting operations
- Demonstrated capability in managing teams of 100+ employees across multiple processes or locations.
- Strong client-facing experience with ability to manage senior stakeholder relationships.
- Exposure to transition management, process improvement, and transformation initiatives preferred.
- Lean Six Sigma Green Belt/Black Belt certification will be an advantage.
- Strong analytical, people management, and communication skills.

Key Skills
- Delivery Management
- Business Process Services (BPS)
- Operations Management
- Client Relationship Management
- SLA & KPI Management
- Team Leadership
- Process Excellence
- Lean Six Sigma
- Operational Governance
- Financial Management
- Workforce Planning
- Continuous Improvement
- Stakeholder Management
- Automation & Transformation

Success Metrics
- SLA and KPI achievement
- Client satisfaction and retention
- Productivity and quality improvements
- Margin and cost optimization
- Employee engagement and retention
- Successful delivery transitions and scaling
- Operational compliance and governance adherence

Preferred Industry Background Candidates from the following sectors will be preferred:
- BPO / BPM
- Shared Services
- Managed Services
- Finance & Accounting Operations
- Compliance Operations
- Retail Back-office Operations
- Supply Chain Support Services

📌 AGM - Business Process Service (Mumbai)
🏢 Matrix Business Services
📍 Mumbai