Sr. Manager – Business Process Services – Delivery Lead

AKMV Consultants Pvt Ltd

Bengaluru Urban

On-site

INR 1,800,000 - 2,400,000

Full time

14 days+

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Job summary

Zohorecruit in Bangalore North, India, seeks a Sr. Manager – Business Process Services – Delivery Lead to manage end-to-end delivery across multiple client accounts.

You will drive performance KPIs, governance, and cost control while leading large delivery teams and fostering a customer-centric culture. Responsibilities include optimizing delivery operations, scaling processes, and guiding transformation initiatives such as Lean Six Sigma and automation.

Qualifications

Graduate/Postgraduate in Business, Commerce, Operations or related field.
Experience leading large delivery operations in BPO/BPM or shared services.
Strong client-facing skills and stakeholder management.
Lean Six Sigma certification advantageous.

Responsibilities

Lead end-to-end delivery of BPS engagements across multiple clients and locations.
Ensure KPIs, SLA adherence, productivity, quality, turnaround time, and customer satisfaction.
Drive governance, reviews, and performance management across accounts.
Manage delivery planning, resource allocation, and capacity optimization.
Mentor large delivery teams and foster a high-performance, customer-centric culture.
Identify opportunities for account growth and service enhancements.

Skills

Delivery Management

Business Process Services

Operations Management

Client Relationship Management

SLA & KPI Management

Process Excellence

Lean Six Sigma

Operational Governance

Workforce Planning

Stakeholder Management

Automation & Transformation

Education

Graduate/Postgraduate in Business, Commerce, Operations

Job description

Sr. Manager – Business Process Services – Delivery Lead

Bangalore North, India | Posted on 09/28/2026

RoleTitle : Senior Manager –BusinessProcessServices–DeliveryLead

Role Purpose

The Business Process Services (BPS) Delivery Lead will be responsible for managing end-to-end delivery operations for multiple client accounts across business process services engagements. The role requires strong operational leadership, client management capability, process orientation, and the ability

to drive large teams while ensuring service excellence, SLA adherence, profitability, and customer satisfaction.

The individual will play a key role in scaling operations, improving delivery efficiency, strengthening governance, and driving continuous improvement initiatives across engagements.

Key Responsibilities

Delivery & Operations Management

Lead end-to-end delivery of Business Process Services engagements across multiple clients and locations.
Ensure achievement of operational KPIs including SLA adherence, productivity, quality, turnaround time, and customer satisfaction.
Drive operational rigor through structured governance, reviews, and performance management mechanisms.
Manage delivery planning, resource allocation, workforce utilization, and capacity management.
Ensure timely issue resolution and proactive risk management across accounts.

Client Relationship Management

Act as the primary delivery escalation point for key clients.
Build strong relationships with client stakeholders and drive high levels of client satisfaction.
Participate in governance reviews, business reviews, and operational steering meetings.
Identify opportunities for account growth, cross-sell, and service enhancement.
Lead and mentor large delivery teams across operations, team leads, and managers.
Build a high-performance and customer-centric culture within the organization.
Drive employee engagement, capability building, and succession planning initiatives.
Ensure effective performance management and development planning for teams.

Process Excellence & Transformation

Drive continuous improvement initiatives across delivery operations.
Implement Lean Six Sigma and operational excellence methodologies to improve efficiency and quality.
Identify automation and digitization opportunities to improve scalability and reduce manual effort.
Standardize SOPs, controls, and operational governance mechanisms.
Manage delivery P&L components including productivity, margins, utilization, and cost optimization.
Monitor operational budgets and ensure financial discipline.
Support commercial discussions, solutioning, and transition planning for new business opportunities.

Compliance & Governance

Ensure adherence to client contractual obligations, internal policies, compliance standards, and audit requirements.
Maintain strong governance frameworks and reporting mechanisms across engagements.
Ensure data confidentiality and process compliance standards are consistently met.

Desired Candidate Profile

Graduate/Postgraduate in Business, Commerce, Operations, or related discipline.
10–12 years of experience in operations and delivery management within BPO/BPM, shared services, or managed services environments.
Proven experience managing large-scale operations and multiple client accounts.
Strong exposure to back-office operations, compliance operations, finance & accounting operations
Demonstrated capability in managing teams of 100+ employees across multiple processes or locations.
Strong client-facing experience with ability to manage senior stakeholder relationships.
Exposure to transition management, process improvement, and transformation initiatives preferred.
Lean Six Sigma Green Belt/Black Belt certification will be an advantage.
Strong analytical, people management, and communication skills.

Key Skills