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 workplace preferred
- Flexible with Shift
- Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services).

📌 AVP / VP - Contact Centre Operations (Mumbai)
🏢 Golden Opportunities
📍 Mumbai