Head of Service Delivery

AM Infoweb; Pune District; Sur place; INR 2 800 000 - 5 800 000; Plein temps

Résumé du poste

AM Infoweb Pvt Ltd in Pune seeks a senior leader to drive business planning, service delivery, and client relationships across BPO operations. You will oversee budgets, growth strategies, and cross-functional governance to ensure operational excellence.

The role requires extensive experience in voice process delivery, strong leadership, and a track record of managing global stakeholders and complex programs.

Qualifications

• Bachelor’s degree in any discipline is required.
• 12+ years of experience in BPO/BPM service delivery and operations management.
• 3+ years in a senior managerial/leadership role.

Responsabilités

• Prepare annual budgets and business plans aligned with objectives.
• Partner with BU Heads to develop and execute growth strategies.
• Identify new opportunities and support service expansion.
• Lead end-to-end service delivery for voice-based BPO operations.
• Define and implement service delivery frameworks and controls.
• Drive process compliance, productivity, and cost optimization.
• Coordinate with transition teams for resource planning.
• Manage workforce planning, infrastructure allocation, and tech rollout.
• Act as the strategic interface for clients and stakeholders.
• Conduct SLA reviews and drive corrective actions.
• Monitor profitability, utilization, and costs.
• Identify operational risks and implement mitigations.

Connaissances

Voice Process Operations

Business Strategy & Planning

Financial Management

Formation

Bachelor’s Degree in any discipline

Description du poste

Key Responsibilities Business Planning & Strategic Management

• Prepare annual budgets and business plans aligned with organizational and divisional objectives.
• Partner with Business Unit Heads and Account Managers to develop and execute account growth strategies.
• Identify new business opportunities within existing service lines and support expansion into new services.

Service Delivery & Operations Management

• Lead end-to-end service delivery across multiple voice-based BPO operations.
• Define and implement effective service delivery frameworks and operational controls.
• Drive process compliance, productivity enhancement, and cost optimization initiatives.

Resource & Transition Management

• Coordinate with transition teams for effective resource planning and deployment.
• Manage workforce planning, infrastructure allocation, and technology rollout.

Client Relationship Management

• Act as the strategic interface for assigned clients and business units.
• Build and maintain strong relationships with global stakeholders and leadership teams.

Quality & SLA Management

• Conduct operational and SLA review meetings with Operations Managers.
• Drive corrective actions to ensure SLA adherence and operational excellence.

Financial & Revenue Management

• Conduct monthly financial reviews with direct reportees and Business Unit leadership.
• Monitor profitability, utilization, and operational costs.

Portfolio & Risk Management

• Identify operational risks and implement mitigation strategies

Required Qualifications

• Bachelor’s Degree in any discipline.
• Minimum 12+ years of relevant experience in BPO/BPM service delivery and operations management.
• Minimum 3+ years of experience working in a Senior Manager role or equivalent leadership position.

Desired Candidate Profile

• Strong experience managing Voice Operations within the BPO/BPM industry.
• Preferred domain expertise in Healthcare or Life Insurance processes.
• Exposure to managing global client relationships and international stakeholders.
• Strong understanding of business strategy, operational governance, and service delivery management.
• Excellent leadership, stakeholder management, communication, and decision-making skills.
• HIPAA certification will be an added advantage.

Key Skills

• Voice Process Operations
• Business Strategy & Planning
• Financial Management