GCC Head/Delivery Head - Multi-Tower - BPO

Role: GCC Head / Delivery Head - BPS (multi-tower- CEM, SCM, FAO, HRO)

Experience: 20+ Years

Preferred Locations: Hyderabad | Bangalore | Mumbai | Gurgaon | Pune

Role Summary:

Senior leadership role to build, scale, and lead Global Capability Centers (GCCs) while driving large-scale, multi-tower BPS delivery. The role demands strong expertise in delivery excellence, transformation, client engagement, and business growth.

Must-Have:

- 20+ years in BPS / Shared Services / GCC leadership roles

- Proven experience in GCC setup / scaling

- Managed large engagements (2000+ FTE's)

- Strong multi-tower delivery experience (CEM, SCM, FAO, HRO)

- Proven ability to integrate and lead multi-tower delivery models on a large scale

- Strong experience in CXO stakeholder management, account growth, and transformation delivery

- Demonstrated capability in driving operational excellence, automation, and large-scale transformation

Multi-Tower Expertise:

- CEM (Contact Center): Experience managing large contact center operations including voice/non-voice channels, customer lifecycle management, workforce management, quality, and CX transformation initiatives.

- SCM: Strong exposure to end-to-end supply chain operations including procurement, order management, logistics coordination, and supply chain analytics.

- FAO: Expertise in finance & accounting processes such as R2R, P2P, O2C, financial reporting, compliance, and transformation programs.

- HRO: Experience in HR operations including hire-to-retire processes, payroll, employee lifecycle management, and HR shared services.

Key Responsibilities:

Global Delivery Excellence:

- Lead setup, stabilization, and scaling of GCCs

- Define operating model, governance, and capability roadmap

- Own end-to-end delivery for large engagements (2000+ FTEs)

- Manage multi-tower operations (FAO, SCM, HRO, CEM)

- Ensure SLA/KPI adherence, quality, and efficiency

- Lead distributed teams across geographies

- Drive standardization, governance, and risk management

Client & Stakeholder Management:

- Engage and influence CXO-level stakeholders

- Act as a trusted advisor on operations and transformation

- Drive customer satisfaction and long-term partnerships

Business Growth:

- Lead new account creation and account scaling

- Support large deal pursuits and solutioning

- Leverage industry connects to drive opportunities

Transformation & Innovation:

- Drive large-scale transformation programs

- Lead automation, digitization, and process optimization

- Deliver scalable and future-ready operating models