Key Responsibilities

- Establish delivery governance, service reviews, operational scorecards and escalation paths.
- Own SLA/KPI performance, staffing health, productivity, quality, risk and customer satisfaction.
- Coordinate tower directors and shared services to resolve cross-tower constraints.
- Lead major incident, delivery recovery and continuous-improvement programmes.
- Ensure commitments are supported by approved scope, dependencies, baselines and change control.

Experience And Capability Requirements

- 18+ years in global delivery leadership with large multi-tower teams.
- 10+ Years in KPO Delivery senior role is MANDATORY
- Experience in healthcare analytics, data platforms, managed services or comparable KPO environments.
- Solid quality, governance, financial and workforce-management capability.
- Track record of building high-performing leadership teams.

Core competencies

- Executive stakeholder management
- Structured problem solving and decision-making
- Quality, risk and governance discipline
- Clear written and verbal communication
- Leadership-team development
- Commercial and operational judgement

Program Management, Hospital & Clinical Operations

📌 DIRECTOR - Program Management (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru