Consulting-C&M-Digital Foundry-Contac Centre -Operations Associate Vice President

Deloitte Development LLC; Chennai District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Deloitte Development LLC in India seeks an Associate Vice President to lead the contact centre operations across Hyderabad and Chennai, shaping strategy and driving transformational programs. The AVP will work closely with the VP to steer enterprise-wide initiatives and ensure exceptional customer outcomes.

With 12–15+ years in CX leadership and a strong commercial mindset, you will manage multi-million P&L responsibilities, develop leadership depth, and influence senior stakeholders to deliver

Qualifications

• Bachelor's degree required.
• 12–15+ years of leadership in contact centre or CX operations.
• Extensive track record delivering transformational outcomes at scale.
• Strong financial acumen with experience managing large P&Ls.
• Demonstrated ability to build, develop, and retain high-performing leadership teams.
• Excellent executive presence with strong influence, negotiation, and stakeholder skills.

Responsibilities

• Provide senior executive oversight and accountability for large-scale contact centre operations
• Drive the strategic direction of the function in partnership with the VP and leadership team
• Own multi-year budget responsibilities, ensuring cost efficiency without compromising quality
• Spearhead enterprise transformation programmes including technology adoption and operating model redesign
• Develop and execute a multi-year talent strategy to build depth of capability across the function
• Own executive client relationships, steering governance forums, and QBRs for key accounts
• Define and implement frameworks for operational excellence, quality, and compliance at scale
• Represent the organisation at industry events, client forums, and regulatory engagements
• Lead senior talent acquisition and succession planning for critical leadership roles
• Collaborate cross-functionally with Technology, Finance, HR, and Legal to drive strategic priorities

Skills

Executive presence

Influence

Negotiation

Stakeholder management

Leadership

Strategic thinking

Financial acumen

Education

Bachelor's degree

Job description

Customer

The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experience and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.

Level: Contact Centre -Operations - Associate Vice President or equivalent

Work you’ll do:

The Associate Vice President (AVP) is a senior executive leader with strategic accountability for significant segments of the contact centre business. The AVP works closely with the VP to shape organisational strategy, drive commercial performance, and lead enterprise-wide transformation. This role requires deep expertise in contact centre operations, a strong commercial mindset, and the ability to influence at the highest levels of the organisation.

Job Responsibilities:

• Provide senior executive oversight and accountability for large-scale contact centre operations
• Drive the strategic direction of the function in partnership with the VP and leadership team
• Own multi-million budget responsibilities, ensuring cost efficiency without compromising quality
• Spearhead enterprise transformation programmes including technology adoption and operating model redesign
• Develop and execute a multi-year talent strategy to build depth of capability across the function
• Own executive client relationships, steering governance forums, and QBRs for key accounts
• Define and implement frameworks for operational excellence, quality, and compliance at scale
• Represent the organisation at industry events, client forums, and regulatory engagements
• Lead senior talent acquisition and succession planning for critical leadership roles
• Collaborate cross-functionally with Technology, Finance, HR, and Legal to drive strategic priorities

Location: Hyderabad/ Chennai

Education:

• Bachelor's degreerequired;

Experience:

• 12–15+ years of progressive leadership experience in contact centre or CX operations
• Extensivetrack recordof delivering transformational outcomes at scale
• Strong financial acumen with experience managing large P&Ls
• Demonstrated ability to build, develop, andretainhigh-performing leadership teams
• Excellent executive presence, with strong influence, negotiation, and stakeholder skills

The team:

Our Digital Foundry Operate & Innovations (DFO&I) team partners with organizations to rapidly design, build, and scale digital products and experiences that drive business growth and elevate customer engagement. As a multidisciplinary group of strategists, designers, engineers, and operations specialists, we deliver end-to-end solutions—from initial concept and agile development to ongoing digital operations—enabling clients to experiment, iterate, and scale digital initiatives with confidence and agility. We support clients across domains such as strategy, commerce, marketing, sales, and service, helping them realize their digital ambitions through flexible, scalable teams. Our expertise spans the full digital lifecycle, including customer research, experience design, platform development, content production, and marketing automation. By bridging the gap between strategy and execution, we empower organizations to achieve measurable outcomes and deliver exceptional customer experiences in an ever‑evolving digital landscape.

Core Competencies:

• Enterprise Leadership — Leads the function as a strategic business unit
• Strategic Vision — Identifies and acts on long‑range opportunities and threats
• Financial Stewardship — Drives sustainable commercial performance
• Executive Influence — Shapes culture, priorities, and outcomes through credibility and trust
• Client Partnership — Develops deep, long‑term relationships with strategic clients and partners