Job Title – AVP/VP – Contact Centre Operations (BFSI) Job Location – Mumbai, Gurgaon, Pune Work Model – Work from office Candidate Expectation & Responsibilities 17-25 years of experience in large managed contact centre supporting international BFSI markets (primarily US, UK & Australia).

Awareness of a blended, digital-first operating model across voice + chat + email + messaging + portal/self-service,

Must bring deep BFSI and insurance L&A; or P&C; background is preferred

Key Responsibilities 17–24+ years of experience in Delivery Leadership roles in BFSI Contact Centre operations The Delivery Head is responsible for driving strategic execution, operational excellence, and end-to-end Contact Centre Operations across multiple programs or lines of business and geographies within the BFSI domain. This role provides strong leadership across people,

processes, financial governance, customer experience, and client engagement to ensure sustainable growth, profitability, and long-term success.





Bachelor’s or Master’s degree (MBA preferred)

Proven record of managing large teams across geographies

Experience interacting with senior client leadership

Experience in BFSI Contact Centre operations

Strategic thinking and business acumen

Strong leadership and people development capability

P&L; management and financial governance

Analytical and problem-solving skills

Excellent communication, stakeholder management, and negotiation skills

Expertise in delivery governance, quality, compliance, and transformation

Experience driving operational excellence, automation, and customer experience initiatives

Ability to manage ambiguity, change, and cross-cultural teams

Experience In Shared Services/BPO/GCC Environment Preferred Versatile with Shift

Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)

📌 AVP/VP - Contact Centre Operations - Mumbai/Gurugram/Pune - GO/JC/4536/2026
🏢 Golden Opportunities
📍 Mumbai