Director- US Banking Voice Operations

HR Hai; Delhi; On-site; INR 3,500,000 - 6,500,000; Full time

Benefits offered by this job

US Shift

Cab Facility

Weekend Off

Job summary

HR Hai seeks a senior leader to head its international US voice BPO operations in Delhi. The role requires managing 200–300+ FTEs, owning P&L, and delivering on SLAs and KPIs while ensuring quality and CSAT targets.

Ideal candidate has 5–7 years in senior leadership, with international voice process expertise (preferably US) and experience handling large US client accounts. Weekend shifts and US shift patterns may apply.

Qualifications

• Candidates must have 5–7 years in senior leadership roles.
• Experience in international voice processes, preferably US.
• Proven track record managing 300+ FTEs and owning P&L.

Responsibilities

• Lead international US voice BPO operations and drive performance.
• Own client relationships and SLA/KPI management.
• Oversee P&L, budgeting, and process improvements.

Skills

Leadership

P&L ownership

US client handling

SLA/KPI management

Process improvement

Job description

Lead international US voice BPO operations, managing 200-300+ FTEs. Own client relationships, P&L, SLA/KPI performance, quality, CSAT, AHT, budgeting, and process improvement. Drive operational excellence and leadership development.

Required Candidate profile

Candidates must have 5-7 years in senior leadership, international voice process expertise (preferably US), and experience managing 300+ FTEs. Strong P&L ownership, US client handling, WBR, SLA/KPI.

Perks and benefits

• US Shift
• Cab Facility
• Weekend Off