Account Delivery Head

Wipro; Gurugram District; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Wipro seeks a Delivery Leader to head a large-scale HRO contact center, overseeing voice and chat handling, health and welfare, and payroll operations. The role requires strong operational leadership, client governance, and a track record of meeting contractual KPIs and SLAs.

The incumbent will manage approximately 1400 FTEs and collaborate with HR, Training, Facilities, IT, and Network teams to ensure seamless, compliant service delivery and continuous improvement across the operation.

Qualifications

• 14–16 years of overall experience in HRO contact center operations.
• Minimum 8 years of managerial experience across voice contact center operations.
• Proven experience managing an operations span of 1000+ FTEs.
• Strong experience in client governance, stakeholder management, and performance management.
• Experience operating against defined KPIs, SLAs, quality standards, and regulatory requirements.

Responsibilities

• Lead day-to-day delivery across voice contact center operations.
• Oversee an operations span of ~1400 FTEs in a customer-focused environment.
• Ensure achievement of KPIs, SLAs, productivity, quality, and customer experience.
• Manage capacity planning, performance reviews, root-cause analysis, and corrective actions.
• Ensure adherence to client procedures and turnaround times.
• Monitor performance metrics, aging, escalations, and quality trends.
• Drive corrective actions for defects, SLA breaches, and process gaps.
• Maintain compliance with work regulations and operational controls.
• Build, lead, and coach high-performing teams and promote accountability.
• Provide coaching and development recommendations based on performance reviews.
• Collaborate with Training and Quality teams to close capability gaps.
• Address employee engagement and attrition within targets.
• Foster an inclusive, customer-focused, and performance-driven culture.
• Handle escalations with urgency and ownership.
• Maintain transparent communication with stakeholders and ensure reliable delivery.

Skills

Operational leadership

Client governance

Stakeholder management

Performance management

Job description

The Delivery Leader will be responsible for leading large-scale Human Resource Operations contact center. Voice and Chat handling Health and Welfare and Payroll. The role requires strong operational leadership, customer service orientation, client relationship management, and the ability to consistently deliver against contractual KPIs and SLAs.

The incumbent will manage an operations span of approximately 1400 FTEs and oversee service delivery, workforce performance, escalations, governance, attrition, quality, compliance, and continuous improvement. The role will also collaborate with HR, Training, Facilities, IT, and Network teams to ensure seamless and sustainable operations.

Key Responsibilities

Operations and Service Delivery

• Lead day-to-day delivery across voice contact center operations.
• Manage a delivery span of approximately 1400 FTEs in a customer-focused operating environment.
• Ensure consistent achievement of contractual KPIs, SLAs, productivity, quality, customer experience, and compliance requirements.
• Manage operations through effective capacity planning, performance reviews, root-cause analysis, and corrective action plans.
• Ensure cases are handled accurately, within agreed turnaround times, and in accordance with applicable client procedures.
• Monitor process performance, ageing, escalations, productivity, and quality trends.
• Drive corrective action for recurring defects, SLA breaches, and process-control gaps.
• Maintain a working understanding of work regulations, operational controls, and compliance requirements relevant to the process.
• Build, lead, coach, and motivate high-performing operations teams.
• Establish clear performance expectations and promote accountability across the delivery structure.
• Review individual and team performance and recommend appropriate coaching, training, and development interventions.
• Partner with Training and Quality teams to address capability gaps and improve process performance.
• Manage employee engagement and attrition within agreed organizational targets.
• Create an inclusive, customer-focused, and performance-driven work environment.
• Handle operational and customer escalations with appropriate urgency and ownership.
• Build stakeholder confidence through transparent communication, timely resolution, and consistent delivery.
• Collaborate across business and enabling functions to resolve service-delivery dependencies.

Internal contact center materials also highlight the importance of using employee and customer insights to develop improvement plans, adopting new tools and technologies, and championing customer-experience improvements.

Experience Requirements

• 14 to 16 years of overall experience in HRO contact center operations.
• Minimum 8 years of managerial experience across voice contact center operations.
• Proven experience managing an operations span of approximately 1000+ FTEs.
• Strong experience in client governance, stakeholder management, operational escalations, and performance management.
• Experience managing operations against defined KPIs, SLAs, quality standards, and regulatory requirements.