Head - BPO OPERATIONS & INTELLIGENT AUTOMATION

1825 years in BPO/GBS operations; 8+ years running large P&Ls (500+ FTEs). Proven revenue ownership

1. Revenue & P&L Ownership:

- Deliver $40M annual BPO revenue with full ownership of margins, cost of delivery, and EBITDA contribution.

- Lead capacity planning, pricing strategy, and headcount ROI across all verticals.

- Partner with Sales on renewals, upsells, and new logo acquisitions; act as the primary escalation and relationship owner for key clients.

2. Revenue Cycle Management (RCM):

- Oversee endtoend RCM operations: eligibility, coding, claims submission, AR followup, denial management, payment posting.

- Improve operational KPIs: clean claim ratios, days-in-AR, denial rates, and SLA adherence.

- Ensure HIPAA/CMS compliance, maintain audit readiness, and drive process standardization.

3. Tech Support & Customer Support:

- Govern L1L3 technical support and omnichannel customer experience (voice, chat, email) for B2B and B2C clients.

- Achieve and sustain FCR, CSAT, NPS, and AHT targets consistently.

- Drive adoption of AI triage, chatbot deflection, and agentassist tools to reduce cost-per-ticket and improve resolution speed.

4. Finance & Accounting Operations:

- Lead F&A delivery across AP, AR, GL, reconciliations, month-end close, and payroll processing.

- Maintain >99.5% accuracy with strong internal controls and SOX-readiness where applicable.

- Automate high-volume processes such as invoice processing, POs, and expense management.

5. Automation & AI Enablement:

- Own the automation roadmap across all verticals, prioritizing initiatives based on ROI and business impact.

- Deploy and scale RPA (UiPath / Automation Anywhere) and AI solutions in partnership with technology teams.

- Report quarterly to the COO on FTE savings, error reduction, throughput improvements, and automation ROI.

6. People Leadership & Culture:

- Lead vertical heads, delivery managers, QA leads, and WFM teams; build succession pipelines for nextlevel leadership.

- Maintain attrition below 15% and foster a highengagement culture across the Noida delivery center.

- Own workforce management for 800+ FTEs: scheduling, shrinkage, forecasting, and capacity planning.

Ideal Candidate Profile

- 1220 years of experience in BPO/Shared Services/Global Operations.

- Proven track record in P&L ownership, multitower delivery, and largescale team management.

- Strong understanding of RCM, CX operations, F&A processes, and automation technologies.

- Executive presence with the ability to manage Csuite stakeholders and complex client environments.

- Data-driven, process-oriented, and skilled in scaling operations in high-growth environments.

If you want, I can also create:

- A short JD version for job portals

- A candidate scorecard for evaluation

- A Boolean search string for sourcing

- A clientpresentation version with crisp bullets