Services Head Client Operations

Infosys BPM; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Infosys BPM in Bengaluru is seeking an experienced operations leader to drive business planning, transition coordination, governance, and performance management for a major client within the BPO service line.

The role emphasizes coordinating with the Account Manager for account plans, reviewing SOW/MSA, guiding training methodologies, and ensuring budget and utilization alignment while focusing on CSAT and revenue growth. Bachelor’s degree required.

Qualifications

• BPM leadership experience preferred.
• Strong coordination and stakeholder management skills required.
• Experience in financial review and governance is a plus.

Responsibilities

• Business Planning and review: Coordinates with Account Manager for account plan (new areas of growth).
• Transition Coordination: Plans and reviews resources, infra, and tech requirements; signs off on SOW/MSA; approves training methods.
• Operations: Coordinate resource deployment, ensure budget & pricing compliance; identify training needs.
• Governance Planning: Prepare governance model to monitor compliance and engagement.
• Performance/Talent Planning: Create scorecards and succession plans for direct reports.
• Financial Review: Conduct monthly financial reviews with BU head and direct reports and take corrective actions.
• Resource Optimization: Identify opportunities for work redesign and shift utilization.
• Revenue Enhancement: Validate and prepare business cases for opportunities within existing service lines.
• CSAT: Engage with client stakeholders to drive improvements and customer satisfaction.

Skills

BPM Leadership

Transition Management

Program Management

Education

Bachelor of Commerce

Job description

Roles & Responsibilities

Business Planning and review Coordinates with Account Manager for account plan (new areas of growth)

Transition Coordination

1. Plans and reviews the people, Infra, Tech requirements with the transition team in order to finalize the target delivery model
2. Reviews and Sign off SOW/MSA to complete contractual process
3. Sign off training/certification methodology to ensure right skilling of the engagement

Operations

1. Co-ordinate resource deployment across all processes for the engagement (Size, Span, Shift, Utilization, skill set) to ensure budget & pricing compliance
2. Idneitfy needs for training to ensure development across domain, Operations and Behavioral

Governance Planning

Prepare Internal and External Governance model to monitor contractual compliance, employee engagement, performance and relationship health

Performance/Talent Planning

1. Created scorecard for the engagement and flow it down to the team to ensure alignment on engagement objective
2. Creates career development & Succession planning for direct reportees to ensure sustainable employee engagement and motivation

Financial Review

Conducts monthly financial review with direct reportees and BU head and take corrective actions if any

Resource Optimization

Identify and implement opportunities for work redesign, Shift utilization, staff mix, staff utilization to meet/exceed internal financial goal

Revenue Enhancement

Validates and prepares business case for identified opportunities within existing service lines for growth

CSAT

Engages with the key client stakeholders on areas of improvements and commits resourc in order to enhance customer satisfaction

Domain F&A - RTR, AP AR & FP&A Strong domain knowledge in these area

Educational Requirement

Bachelor Of Commerce

Preferred Skills

BPM->Leadership - JL7B

Service Line

BPO Service Line