AVP/VP - Contact Centre Operations - Mumbai/Gurugram/Pune - GO/JC/4536/2026

Golden Opportunities; Mumbai; On-site; INR 20,000,000 - 35,000,000; Full time

Job summary

Golden Opportunities is seeking an AVP/VP to lead Contact Centre Operations in BFSI. The role demands 17-25 years in large managed contact centres supporting US, UK & Australia, with deep BFSI and insurance background preferred.

The Delivery Head will drive strategic execution, operational excellence, and end-to-end operations across programs, ensuring growth and profitability while managing senior client relationships.

Qualifications

• Bachelor's or Master's degree (MBA preferred).
• Experience in large BFSI contact centre operations.
• Proven record of managing large teams across geographies.
• Experience interacting with senior client leadership.
• 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.

Responsibilities

• Drive strategic execution and operational excellence in Contact Centre Operations.
• Lead end-to-end delivery across multiple programs/lines of business and geographies in BFSI.
• Provide leadership across people, processes, financial governance, customer experience, and client engagement.

Skills

Delivery leadership

Managing teams across geographies

Client leadership

BFSI operations

Strategic thinking

People development

P&L management

Financial governance

Analytical skills

Problem solving

Communication

Stakeholder management

Negotiation skills

Delivery governance

Quality/compliance

Automation

Customer experience initiatives

Change management

Cross-cultural teams

Shared Services/BPO experience

Education

Bachelor's or Master's degree (MBA preferred)

Job description

Job Title - AVP/VP - Contact Centre Operations (BFSI)

Job Location - Mumbai, Gurgaon, Pune

Work Model - Work from office

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 Environment Preferred

• Flexible with Shift
• Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)