AVP / VP - Contact Centre Operations

Candidate Expectation & Responsibilities :

• 17-25 years of experience in large managed contact centre supporting international BFSI markets (primarily US, UK & Australia).
• Awareness of a blended, digital-first operating model across voice + chat + email + messaging + portal/self-service, Must bring deep BFSI and insurance L&A or P&C background is preferred

Key Responsibilities :

• 17- 24+ years of experience in Delivery Leadership roles in BFSI Contact Centre operations
• The Delivery Head is responsible for driving strategic execution, operational excellence, and end-to-end Contact Centre Operations across multiple programs or lines of business and geographies within the BFSI domain.
• This role provides strong leadership across people, processes, financial governance, customer experience, and client engagement to ensure sustainable growth, profitability, and long-term success.
• Bachelor s or Master s degree (MBA preferred)
• Proven record of managing large teams across geographies
• Experience interacting with senior client leadership
• Experience in BFSI Contact Centre operations
• Strategic thinking and business acumen
• Strong leadership and people development capability
• P&L management and financial governance
• Analytical and problem-solving skills
• Excellent communication, stakeholder management, and negotiation skills
• Expertise in delivery governance, quality, compliance, and transformation
• Experience driving operational excellence, automation, and customer experience initiatives
• Ability to manage ambiguity, change, and cross-cultural teams
• Experience in shared services/BPO/GCC environment preferred
• Flexible with Shift
• Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services).