Work Location: Mumbai

Reports To: COO / National Head Operations

Function: Operations & Service Delivery Leadership

Role Overview

We are seeking a seasoned Operations Delivery Leader to head delivery across the South and West regions.

This role is responsible for managing multi-city BPO delivery centers, ensuring client SLA compliance, process excellence, P&L management, and transformation initiatives.

The ideal candidate should have a proven track record in BFSI/Telecom/Fintech BPO delivery, managing large teams (10002000+ FTEs), and driving operational transformation with a strong focus on automation, digital adoption, and compliance.

Key Responsibilities:

Operational Leadership & Delivery Excellence

- Lead end-to-end delivery for South & West regions across multiple client processes (voice, non-voice, collections, KYC, digital operations).

- Ensure 100% SLA/KPI adherence on client metrics (AHT, CSAT, FTR, TAT, Quality, Attrition, etc.).

- Own regional P&L accountability, including revenue growth, margins, and cost optimization.

Client & Stakeholder Management

- Build and manage CXO/Client leadership relationships; act as the regional point of escalation.

- Partner with clients in BFSI, Telecom, E-commerce, and Fintech to identify new opportunities, drive business expansion, and increase wallet share.

- Collaborate with internal teams (HR, WFM, Compliance, and Technology) for seamless delivery.

Transformation & Digital Enablement

- Drive automation, AI/ML, and RPA adoption in service delivery.

- Implement process improvement frameworks (Lean, Six Sigma, and COPC).

- Partner with technology teams to introduce AI-driven workforce management, predictive analytics, and chatbots to improve efficiency.

People Leadership

- Lead and mentor a workforce of 10002000+ employees across multiple centers in Bangalore, Hyderabad, Chennai, Mysore, Mumbai, Pune, Ahmedabad, etc.

- Build succession pipelines for AM/TL/Manager-level leadership.

- Drive employee engagement and reduce attrition through strong people practices.

Compliance & Governance

- Ensure strict adherence to RBI/IRDAI, ISO, PCI-DSS, GDPR, and client-specific compliance requirements.

- Maintain audit readiness across processes and centers.

Candidate Profile

Must-Have Experience

- 15+ years of experience in BPO/BPM operations, with at least 8+ years in a regional/national delivery leadership role.

- Proven success in managing large multi-site operations (10002000+ FTEs).

- Exposure to BFSI/Banking clients is mandatory (preferably Collections, Customer Service, KYC/AML, and Back Office Ops).

- Strong track record of P&L ownership and transformation initiatives.

Education

- Graduate in any discipline (MBA preferred).

- Certifications in Lean Six Sigma / COPC / PMP desirable.

Preferred Skills

- Deep knowledge of BPO delivery frameworks and BFSI process compliance.

- Strong understanding of digital transformation levers (RPA, WFM AI tools, chatbots, and speech/text analytics).

- Excellent stakeholder management, negotiation, and conflict resolution skills.

- Ability to manage multi-site operations across geographies with cultural sensitivity.

Key Success Metrics

- SLA Adherence across all client processes.

- Regional P&L and EBITDA growth.

- Attrition %, ESAT/Engagement Scores.

- Successful deployment of automation/digital initiatives.

- Client NPS and account growth.