Head - BPO Operations & Intelligent Automation

HEAD - BPO OPERATIONS & INTELLIGENT AUTOMATION

P&L Accountability - $40M Revenue Target - 800+ Team - In-Office, Noida

$40M+ Revenue Mandate

800+ Team Members

4 Verticals

Noida Location

Reports To - COO

The Role

We are hiring a battle-tested P&L leader to run its BPO engine - 800+ people, four verticals, one clear number: $40M in annual revenue. Based full-time in Noida, you will own delivery, clients, margin, automation, and talent. You report to the COO. Everything else reports to you.

What You Own

Revenue & P&L

- Deliver $40M annual BPO revenue; own margin, cost of delivery, and EBITDA contribution.

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

- Partner with Sales on renewals, upsells, and new logo closures - be the client's first call.

Revenue Cycle Management (RCM)

- Own eligibility, coding, claims submission, AR follow-up, denial management, and payment posting.

- Drive clean claim ratios, reduce days-in-AR, cut denial rates - measured monthly against client SLAs.

- Ensure HIPAA/CMS compliance at all times; lead audit readiness.

Tech Support & Customer Support

- Govern L1-L3 tech support and omnichannel CX (voice, chat, email) for B2B and B2C clients.

- Hit FCR, CSAT, NPS, and AHT targets - no exceptions.

- Drive AI triage, chatbot deflection, and agent-assist adoption to improve cost-per-ticket.

Finance & Accounting Operations

- Oversee AP/AR, GL, reconciliations, month-end close support, and payroll processing.

- Maintain >99.5% accuracy; embed controls for SOX-readiness where applicable.

- Automate high-volume transactional processes - invoices, POs, expense reports.

Automation & AI

- Own the automation roadmap across all four verticals; prioritize by ROI, not novelty.

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

- Report FTE savings, error reduction, and throughput gains to the COO quarterly.

People & Culture

- Lead vertical heads, delivery managers, QA leads, and WFM - and develop the next layer below them.

- Keep attrition below 15%; build a Noida delivery floor people want to work on.

- Own workforce management: scheduling, shrinkage, headcount planning for 800+ FTEs.

Who You Are

Experience

- 18-25 years in BPO/GBS operations; 8+ years running large P&Ls (500+ FTEs). Proven revenue ownership - not just delivery.

Domain

- Deep in at least two of: RCM, Tech Support, Customer Support, F&A. Must understand the work, not just the org chart.

Automation

- Has personally driven RPA or AI deployments with measurable FTE and cost outcomes - not just sponsored them.

Client Presence

- Operates comfortably at CXO level. Clients trust you. You are the face of delivery - not a backroom operator.

Education

- Graduate (mandatory). MBA preferred. Certifications in PMP, Six Sigma, COPC, CRCR, or ITIL are a plus.

Availability

- This is a full-time, in-office role in Noida. No hybrid. The floor needs a leader who shows up.

How Success Is Measured

Revenue - $40M delivered; margin targets met

Quality - SLA >98%; CSAT/NPS on target

People - Attrition <15%; eNPS improving

RCM - Clean claim ratio; AR days; denial rate

Automation - FTE savings; bot uptime; ROI delivered

Clients - Renewal rate; zero surprise escalations