Associate General Manager - Operations (BPO)

Sopra Steria India Limited; Dadri; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Sopra Steria India Limited in India is seeking an Associate General Manager-Operations for the BPO team to lead end-to-end delivery for the UK delivery unit, ensuring operational excellence and strong client satisfaction.

Based in Dadri, you will report as second-in-command to the Delivery Head, drive digital transformation, manage large teams, and contribute to profitable growth through pricing and contract optimization.

Qualifications

• 12+ years in BPS/operations delivery with large multi-tower accounts.
• Experience with senior client stakeholders (Director/VP level).
• Strong commercial and financial acumen with exposure to pricing and contracts.
• Led teams of 150+ FTEs or equivalent; strong leadership development.
• Expertise in SLA/KPI frameworks and governance.
• Ability to step into senior leadership roles and handle high-visibility situations.

Responsibilities

• Own delivery across Safe Dig, Streetworks, Telecom, and related operations.
• Act as primary client interface and escalation lead.
• Drive P&L performance, productivity, and cost optimization.
• Lead digital transformation initiatives (AI, RPA, analytics).
• Manage large teams and build leadership capability.
• Support contract renewals, pricing, underwriting, and growth initiatives.

Skills

Delivery leadership

Client management

Commercial acumen

Team leadership

Operational excellence

Deputy leadership

Education

MBA (preferred)

Job description

Associate General Manager-Operations- BPO Team Company Description About Sopra Steria Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion. The world is how we shape it.

Role Purpose

Lead end-to-end delivery for UK delivery Unit, ensuring operational excellence, client satisfaction, and strong financial performance. Act as second-in-command to the Delivery Head, providing leadership continuity, driving strategic initiatives, and ensuring seamless delivery across service towers.

Key Responsibilities

• Own delivery across Safe Dig, Streetworks, Telecom, and related operations
• Act as primary client interface and escalation lead in the absence of Delivery Head
• Drive P&L performance, productivity, and cost optimization
• Lead digital transformation initiatives (AI, RPA, analytics)
• Manage large teams and build leadership capability
• Support contract renewals, pricing, underwriting, and growth initiatives

Candidate Profile Must-Have Requirements

1. 1. Delivery Leadership 12+ years in BPS/operations delivery Experience managing large, multi-tower accounts Strong SLA/KPI and governance track record
2. 2. Client & Stakeholder Management Experience with senior client stakeholders (Director/VP level) Ability to independently lead governance and business reviews Proven escalation management capability
3. 3. Commercial & Financial Acumen Experience managing account financials (cost, margin, productivity) Exposure to commercial models (transaction/outcome-based), pricing, and contracts
4. 4. Team Leadership Managed large teams (150+ FTEs or equivalent complexity) Strong performance management, leadership development, and retention capability
5. 5. Operational Excellence Expertise in SLA/KPI frameworks and governance Proven productivity and efficiency improvement experience
6. 6. Deputy Leadership Capability Ability to step into senior leadership roles Operate independently in high-visibility situations

Good-to-Have Experience in UK Utilities, Telecom, Infrastructure Exposure to Streetworks / Safe Dig / asset-based operations Experience in AI, RPA, automation, and analytics platforms Involvement in contract renewals, ITTs, pricing models, and growth pipelines Lean / Six Sigma certification Experience in large transitions and transformation programs

Key Success Indicators

• Consistent SLA/KPI achievement
• Margin improvement and cost optimization
• High client satisfaction and retention
• Successful delivery of transformation initiatives
• Ability to independently manage the account when required

Ideal Candidate Persona

• Mini Delivery Head mindset
• Strong operator with commercial acumen
• Capable of independently running the account
• Confident in client-facing, high-pressure environments
• Able to balance BAU delivery and transformation agenda

Qualifications

Graduate or above

Preferred MBA

Preferred MBA

Additional Information

• Strong operator + commercial thinker
• Can run the account independently when needed
• Comfortable with client-facing, high-pressure environments
• Able to balance BAU delivery + transformation agenda

Experience Level

Executive Level

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences. All of our positions are open to people with disabilities.