Vice President - Operations - Global Business Services

Description:

VP-Operations (Global Business Services / BPM)

Location: Mumbai

We are seeking a seasoned Executive Leader to spearhead large-scale, client-facing operations for a leading global provider in the high-growth Healthcare Services and Transaction Processing space. Responsible for driving operational excellence across high-volume, interaction-driven workflows.

Key Responsibilities:

- Strategic P&L Management: Own the full P&L for a significant portfolio, driving revenue growth, margin expansion, and EBITDA improvement.

- Operational Excellence: Establish robust operating frameworks to enhance productivity, quality, and TAT while ensuring superior customer experience.

- Governance & Delivery: Define and monitor critical KPIs including SLA adherence and CSAT, ensuring a strong escalation and reporting framework.

- Client Engagement: Act as a key executive partner for global clients, leading structured engagement models such as QBRs and building trust-based stakeholder relationships.

- Transformation & Growth: Drive the transition of new business and lead automation/transformation initiatives to optimize costs and scale delivery.

- Team Leadership: Lead and mentor a large, distributed workforce in a fast-paced, high-execution environment.

Desired Profile:

- Tenure: 18 years of experience in large-scale operations, specifically within BPO, Contact Centers, or Transaction Processing.

- Domain: While Healthcare Provider or Payer experience is highly preferred, we are open to top-tier BPO leaders with a background in complex, high-volume service delivery.

- Financial Acumen: Proven track record of managing large-scale P&Ls and linking operational performance to financial outcomes.

- Stakeholder Management: Exceptional capability in managing senior client relationships and influencing outcomes in a global setting.

- Transformation Focus: Experience in driving automation and process transformation is essential