Job Description
Key Responsibilities Business Planning & Strategic Management
• Prepare annual budgets and business plans aligned with organizational and divisional objectives. • Partner with Business Unit Heads and Account Managers to develop and execute account growth strategies.
• Identify new business opportunities within existing service lines and support expansion into new services. Service Delivery & Operations Management • Lead end-to-end service delivery across multiple voice-based BPO operations.
• Define and implement effective service delivery frameworks and operational controls.
• Drive process compliance, productivity enhancement, and cost optimization initiatives. Resource & Transition Management
• Coordinate with transition teams for effective resource planning and deployment. • Manage workforce planning, infrastructure allocation, and technology rollout. Client Relationship Management
• Act as the strategic interface for assigned clients and business units.
• Build and maintain strong relationships with global stakeholders and leadership teams. Quality & SLA Management • Conduct operational and SLA review meetings with Operations Managers.
• Drive corrective actions to ensure SLA adherence and operational excellence. Financial & Revenue Management
• Conduct monthly financial reviews with direct reportees and Business Unit leadership.
• Monitor profitability, utilization, and operational costs. Portfolio & Risk Management
• Identify operational risks and implement mitigation strategies
Required Qualifications
• Bachelor’s Degree in any discipline.
• Minimum 12+ years of relevant experience in BPO/BPM service delivery and operations management.
• Minimum 3+ years of experience working in a Senior Manager role or equivalent leadership position. Desired Candidate Profile
• Strong experience managing Voice Operations within the BPO/BPM industry.
• Proven experience handling large BPM client engagements.
• Preferred domain expertise in Healthcare or Life Insurance processes.
• Exposure to managing global client relationships and international stakeholders.
• Strong understanding of business strategy, operational governance, and service delivery management.
• Excellent leadership, stakeholder management, communication, and decision-making skills.
• HIPAA certification will be an added advantage.
Key Skills
• Service Delivery Management
• Voice Process Operations
• Client Relationship Management
• SLA & KPI Management
• Business Strategy & Planning • Financial Management
• Operations Governance • Resource & Workforce Planning
• Process Improvement
• Healthcare / Insurance BPM
• Team Leadership