Head of service delivery

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