AGM - Business Process Service

Key Responsibilities

Delivery & Operations Management

• Lead end-to-end delivery of Business Process Services engagements across multiple clients and locations.
• Ensure achievement of operational KPIs including SLA adherence, productivity, quality, turnaround time, and customer satisfaction.
• Drive operational rigor through structured governance, reviews, and performance management mechanisms.
• Manage delivery planning, resource allocation, workforce utilization, and capacity management.
• Ensure timely issue resolution and proactive risk management across accounts.

Client Relationship Management

• Act as the primary delivery escalation point for key clients.
• Build strong relationships with client stakeholders and drive high levels of client satisfaction.
• Participate in governance reviews, business reviews, and operational steering meetings.
• Identify opportunities for account growth, cross-sell, and service enhancement.

Team Leadership

• Lead and mentor large delivery teams across operations, team leads, and managers.
• Build a high-performance and customer-centric culture within the organization.
• Drive employee engagement, capability building, and succession planning initiatives.
• Ensure effective performance management and development planning for teams.

Process Excellence & Transformation

• Drive continuous improvement initiatives across delivery operations.
• Implement Lean Six Sigma and operational excellence methodologies to improve efficiency and quality.
• Identify automation and digitization opportunities to improve scalability and reduce manual effort.
• Standardize SOPs, controls, and operational governance mechanisms.

Financial & Commercial Management

• Manage delivery P&L components including productivity, margins, utilization, and cost optimization.
• Monitor operational budgets and ensure financial discipline.
• Support commercial discussions, solutioning, and transition planning for new business opportunities.

Compliance & Governance

• Ensure adherence to client contractual obligations, internal policies, compliance standards, and audit requirements.
• Maintain strong governance frameworks and reporting mechanisms across engagements.
• Ensure data confidentiality and process compliance standards are consistently met.

Desired Candidate Profile

• Graduate/Postgraduate in Business, Commerce, Operations, or related discipline.
• 1012 years of experience in operations and delivery management within BPO/BPM, shared services, or managed services environments.
• Proven experience managing large-scale operations and multiple client accounts.
• Strong exposure to back-office operations, compliance operations, finance & accounting operations
• Demonstrated capability in managing teams of 100+ employees across multiple processes or locations.
• Strong client-facing experience with ability to manage senior stakeholder relationships.
• Exposure to transition management, process improvement, and transformation initiatives preferred.
• Lean Six Sigma Green Belt/Black Belt certification will be an advantage.
• Strong analytical, people management, and communication skills.

Key Skills

• Delivery Management
• Business Process Services (BPS)
• Operations Management
• Client Relationship Management
• SLA & KPI Management
• Team Leadership
• Process Excellence
• Lean Six Sigma
• Operational Governance
• Financial Management
• Workforce Planning
• Continuous Improvement
• Stakeholder Management
• Automation & Transformation

Success Metrics

• SLA and KPI achievement
• Client satisfaction and retention
• Productivity and quality improvements
• Margin and cost optimization
• Employee engagement and retention
• Successful delivery transitions and scaling
• Operational compliance and governance adherence

Preferred Industry Background

Candidates from the following sectors will be preferred:

• BPO / BPM
• Shared Services
• Managed Services
• Finance & Accounting Operations
• Compliance Operations
• Retail Back-office Operations
• Supply Chain Support Services