[{"Salary":null , "Remote_Job":false , "Posting_Title":"Sr. Manager Business Process Services Delivery Lead" , "Is_Locked":false , "City":"Bangalore North","Industry":"Business Management","Job_Description":"

Role Title : Senior Manager **Business Process Services Delivery Lead

**Location: Bengaluru

**Role Purpose The Business Process Services (BPS) Delivery Lead will be responsible for managing end-to-end delivery operations for multiple client accounts across business process services engagements. The role requires strong operational leadership, client management capability, process orientation, and the ability to drive large teams while ensuring service excellence, SLA adherence, profitability, and customer satisfaction.

The individual will play a key role in scaling operations, improving delivery efficiency, strengthening governance, and driving continuous improvement initiatives across engagements.

**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 strong 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 current 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****

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Sr. Manager Business Process Services Delivery Lead (Bengaluru)
🏢 Akmv
📍 Bengaluru