Director Customer Services - Voice Banking operations US

Job Title: Leader Operations (Contact Centre)

Location: Mumbai (responsibility for two locations)
Experience: 1418 years
Industry Preference: Third-party BPO / BPM / Contact Centre organisations

Role Overview

We are looking for a smart, dynamic and transformation-oriented Service Delivery Leader to drive large-scale contact centre operations across two locations in Mumbai.

The ideal candidate will have substantial experience managing large voice-based contact centre operations, with exposure to a span of approximately 1,000 employees. The role calls for a strong operations leader who combines operational excellence with technology adoption, AI-led transformation and the ability to manage senior stakeholders effectively.

The incumbent will report to the Mumbai Location Head and will be responsible for driving service delivery, operational performance, people leadership and transformation initiatives across both locations.

Key Responsibilities

1. Service Delivery & Operations Management

- Lead and manage large-scale voice-based contact centre operations with an employee span of approximately 1,000.
- Ensure consistent delivery against key operational metrics, including SLAs, KPIs, CSAT, NPS, AHT, FCR, quality and productivity.
- Drive operational efficiency, process excellence and continuous improvement across both locations.
- Establish strong governance mechanisms and ensure adherence to service delivery standards.

2. AI, Digital Transformation & Innovation

- Drive AI-led transformation initiatives across contact centre operations.
- Leverage emerging technologies such as GenAI, automation, conversational AI,



speech analytics and digital tools to enhance customer experience and operational efficiency.
- Identify opportunities for process automation, productivity improvement and cost optimisation.
- Lead change management and ensure successful adoption of new technologies and operating models.

3. Stakeholder Management

- Build and maintain strong relationships with internal and external stakeholders.
- Work closely with senior leadership, clients and cross-functional teams to ensure alignment on business priorities and service delivery outcomes.
- Demonstrate strong communication, influencing and problem-solving skills.
- Effectively manage escalations and drive timely resolution of critical operational issues.

4. People & Leadership

- Lead large, multi-layered operational teams through a solid second-line leadership structure.
- Build a performance-driven culture focused on accountability, employee engagement and customer centricity.
- Develop leadership talent and strengthen succession pipelines.
- Drive workforce productivity, retention and employee development.

5. Business & Performance Management

- Drive operational metrics, cost efficiencies and productivity improvements.
- Analyse performance trends and implement corrective action plans.
- Ensure effective capacity planning, resource utilisation and operational scalability.

Candidate Profile





- 14–18 years of overall experience in the BPO/BPM/contact centre industry.
- Strong experience in managing large-scale voice-based contact centre operations.
- Must have handled an operational span of approximately 1,000 employees.
- Strong exposure to AI, digital transformation, automation and technology-led operational improvements.
- Excellent stakeholder management and leadership capabilities.
- Experience in managing multi-location operations would be highly desirable.
- Strong business acumen, analytical orientation and ability to drive change.

Preferred Organisations

Candidates from established third-party BPO/BPM organisations such as:

- Teleperformance (TP)
- Capgemini
- Genpact
- Hexaware
- Concentrix
- WNS
- Foundever
- EXL
- Tech Mahindra

Ideal Candidate

A sharp, articulate and business-oriented operations leader who has successfully managed large voice contact centre operations, understands the evolving AI-led customer service landscape and can combine operational discipline with transformation thinking.

This is a leadership opportunity for someone who can run large operations efficiently while preparing the contact centre for its next phase of technology-led transformation.

Must Haves:

We would be quite particular about three things while screening:

1. Actual voice operations experience:
2. Scale: Minimum approximately 1,000 people, rather than overall organisational headcount. Should have P&L; experience
3. AI transformation: Look for candidates who have actually implemented AI, automation or GenAI initiatives, not merely participated in discussions or strategy presentations.

📌 Director - Contact Centre - CX Operations (Mumbai)
🏢 Consult Shekhar Pandey
📍 Mumbai