BPO Delivery Leader: P&L Growth & AI-Driven Ops

Mphasis; San Antonio (TX); On-site; USD 250,000 - 350,000; Full time

Job summary

Mphasis is seeking an accomplished BPO Delivery Head to lead end-to-end large-scale engagements across multiple clients and locations. You will own P&L, drive transformation via automation and AI-led initiatives, and partner with cross-functional teams to deliver measurable business outcomes.

You will build executive client relationships, lead governance forums, and steer strategic programs to improve customer experience, productivity, and profitability.

Qualifications

• 15+ years of progressive leadership experience within BPO, BPM, Managed Services, Contact Centers or Digital Operations environments, managing multiple clients.
• Experience leading multi-client portfolios and large delivery organizations with accountability for business outcomes.
• Strong experience in Banking/Financial Services/Insurance, Mortgage, or related complex operations.
• Demonstrated ownership of P&L, budgeting, margin management and revenue growth.

Responsibilities

• Lead and scale large, complex BPO and digital operations engagements across voice, back-office, customer service, claims, fraud, lending, financial services, insurance and business operations functions.
• Establish delivery strategy aligned to client objectives and contractual commitments.
• Provide executive leadership across programs, governance, and operational discipline.
• Own executive client relationships and drive satisfaction, retention and expansion opportunities.
• Drive digital transformation initiatives leveraging automation, AI, analytics, and process optimization.

Skills

P&L management

Leadership

Stakeholder management

Multi-client portfolios

Automation

AI transformation

Process optimization

Lean Six Sigma

Delivery governance

Strategic delivery leadership

Education

Bachelor's degree

MBA

Tools

Power Platform

RPA

Job description

Mphasis is seeking an accomplished BPO Delivery Head to lead end-to-end large-scale engagements across multiple clients and locations. You will own P&L, drive transformation via automation and AI-led initiatives, and partner with cross-functional teams to deliver measurable business outcomes.

You will build executive client relationships, lead governance forums, and steer strategic programs to improve customer experience, productivity, and profitability.