Delivery Leader- Utilities

Latinum HR Solutions · India

About Latinum

Latinum is hiring for a leading global technology consulting and business process services organization, partnering with Fortune 500 enterprises to deliver digital transformation, operational excellence, and industry-leading business process services. With a strong global footprint, the organization is expanding its Utilities Operations practice and is seeking an experienced Delivery Leader to drive delivery excellence, operational transformation, governance, and client success across large-scale global Utilities operations.

Delivery Leader – Utilities (AGM / AVP)

We are seeking an experienced Delivery Leader to lead large-scale Utilities operations across multiple geographies. The ideal candidate will drive delivery excellence, financial performance, regulatory compliance, transformation initiatives, and strategic client relationships while building high-performing teams.

Location: Noida, Uttar Pradesh, India

Experience: 18+ Years

CTC: ₹40–50 LPA

Employment Type: Full-time

Workplace Type: On-site

Key Responsibilities

• Lead end-to-end Utilities operations across Transmission, Distribution, and Retail.
• Own delivery KPIs & SLAs including AHT, ASA, FCR, Quality, Accuracy, CSAT, and NPS.
• Ensure regulatory compliance and operational governance across geographies.
• Drive transformation through Automation, AI, Analytics, digital self-service, intelligent routing, and workforce optimization.
• Manage delivery financials, budgeting, productivity, and P&L.
• Support solutioning, pricing, operating model design, and business growth initiatives.
• Build leadership capability and foster a high-performance culture.
• Mitigate operational, regulatory, and compliance risks proactively.

Requirements

• Bachelor's or Master's degree in Business or a related discipline.
• 18+ years of exclusive BPO experience with 15+ years in Contact Center leadership within Utilities or Healthcare.
• Strong expertise in Utilities operations, SLA governance, stakeholder management, and large-scale delivery.
• Experience leading transitions, transformations, and global client engagements.
• Exposure to Analytics, Automation, AI-enabled workflows, and core operational systems.
• Lean Six Sigma Green Belt or Black Belt certification preferred.

Interested candidates can share their resume at manjistha@latinumhr.com & jobs@ats.latinumhr.com