Senior Lead - Client Operations & Services

Infosys BPM; Bengaluru; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Infosys BPM in Bengaluru seeks a senior leader to drive enterprise-scale Sales support operations and inside sales transformation across geographies and client portfolios. You will own the operating model for quote-to-cash, ensure service stability, and guide large teams through senior management levels.

You will define growth roadmaps, push automation and AI initiatives, manage governance with clients, and lead workforce and leadership development to deliver measurable business outcomes.

Qualifications

• Executive-level client engagement and stakeholder management skills.
• Strong commercial, financial, and operating model acumen.
• Proven track record in large-scale transformation, automation, and organization design.
• Expertise in governance, risk management, and business growth enablement.

Responsibilities

• Provide strategic leadership for enterprise-scale Sales support Operations across geographies and client portfolios.
• Own the overall operating model for Inside Sales, Sales Support, quote-to-cash support, and related transformation programs.
• Lead large multi-layered organizations through senior managers and assistant managers while ensuring service stability and business continuity.
• Define long-term growth, capability, automation, and transformation roadmaps aligned to client and organizational objectives.
• Drive P&L thinking through productivity, margin improvement, cost optimization, and value realization initiatives.
• Sponsor large-scale digital transformation, AI, analytics, and workflow modernization programs across sales operations.
• Serve as executive escalation point for critical client, commercial, compliance, and delivery issues.
• Lead executive governance with client leadership and present business outcomes, risks, roadmap, and innovation opportunities.
• Drive workforce strategy including location strategy, pyramid optimization, succession planning, and leadership development.
• Build domain-led differentiated solutions for renewals, expansions, due diligence, and new deal pursuits.
• Govern enterprise KPI, SLA, CSAT, risk, audit, and compliance performance across the portfolio.
• Establish strong operating mechanisms for forecasting, capacity planning, talent planning, and performance management.
• Champion process excellence, standardization, knowledge management, and scalable operating practices.
• Identify strategic revenue opportunities, cross-sell levers, and client value-creation opportunities.
• Mentor senior leaders and create a high-performance culture focused on innovation, governance, and client centricity.

Skills

Executive stakeholder management

Commercial and financial acumen

Business transformation & automation

Governance & risk management

Large-scale program leadership

QTC domain knowledge

Education

Graduate

Job description

Roles & Responsibilities

• Provide strategic leadership for enterprise-scale Sales support Operations across
  geographies and client portfolios
  
• Own the overall operating model for Inside Sales, Sales Support, quote-to-cash support,
  and related transformation programs
  
• Lead large multi-layered organizations through senior managers and assistant managers
  while ensuring service stability and business continuity
  
• Define long-term growth, capability, automation, and transformation roadmaps aligned to
  client and organizational objectives
  
• Drive P&L thinking through productivity, margin improvement, cost optimization, and
  value realization initiatives
  
• Sponsor large-scale digital transformation, AI, analytics, and workflow modernization
  programs across sales operations
  
• Serve as executive escalation point for critical client, commercial, compliance, and
  delivery issues
  
• Lead executive governance with client leadership and present business outcomes, risks,
  roadmap, and innovation opportunities
  
• Drive workforce strategy including location strategy, pyramid optimization, succession
  planning, and leadership development
  
• Build domain-led differentiated solutions for renewals, expansions, due diligence, and
  new deal pursuits
  
• Govern enterprise KPI, SLA, CSAT, risk, audit, and compliance performance across the
  portfolio
  
• Establish strong operating mechanisms for forecasting, capacity planning, talent
  planning, and performance management
  
• Champion process excellence, standardization, knowledge management, and scalable
  operating practices
  
• Identify strategic revenue opportunities, cross-sell levers, and client value-creation
  opportunities
  
• Mentor senior leaders and create a high-performance culture focused on innovation,
  governance, and client centricity
  

Technical Requirement

• Worked in Hi-Tech component manufacturing/ distribution Industry or Telecom Industry
  within BPM environment and possess deep understanding on QTC domain
  
• Executive-level client engagement and stakeholder management skills
• Strong commercial, financial, and operating model acumen
• Proven track record in large-scale transformation, automation, and organization design
• Expertise in governance, risk management, and business growth enablement

Educational Requirement

Graduate

Preferred Skills

BPM->Leadership - JL6A

Service Line

BPO Service Line