Consulting-C&M-Digital Foundry-Contac Centre -Operations Associate Vice President

Summary

Position Summary

Customer

The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experience and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.

Level: Contact Centre -Operations - Associate Vice President or equivalent

Work you'll do:

The Associate Vice President (AVP) is a senior executive leader with strategic accountability for significant segments of the contact centre business. The AVP works closely with the VP to shape organisational strategy, drive commercial performance, and lead enterprise-wide transformation. This role requires deep expertise in contact centre operations, a strong commercial mindset, and the ability to influence at the highest levels of the organisation .

Job Responsibilities:

• Provide senior executive oversight and accountability for large-scale contact centre operations
• Drive the strategic direction of the function in partnership with the VP and leadership team
• Own multi-million budget responsibilities, ensuring cost efficiency without compromising quality
• Spearhead enterprise transformation programmes including technology adoption and operating model redesign
• Develop and execute a multi-year talent strategy to build depth of capability across the function
• Own executive client relationships, steering governance forums, and QBRs for key accounts
• Define and implement frameworks for operational excellence, quality, and compliance at scale
• Represent the organisation at industry events, client forums, and regulatory engagements
• Lead senior talent acquisition and succession planning for critical leadership roles
• Collaborate cross-functionally with Technology, Finance, HR, and Legal to drive strategic priorities
  
  

Location: Hyderabad/ Chennai

Education:

• Bachelor's degreerequired;
  
  

Experience:

• 12–15+ years of progressive leadership experience in contact centre or CX operations
• Extensivetrack recordof delivering transformational outcomes at scale
• Strong financial acumen with experience managing large P&Ls
• Demonstrated ability to build, develop, andretainhigh-performing leadership teams
• Excellent executive presence, with strong influence, negotiation, and stakeholder skills
  
  

The team:

Our Digital Foundry Operate & Innovations (DFO&I) team partners with organizations to rapidly design, build, and scale digital products and experiences that drive business growth and elevate customer engagement. As a multidisciplinary group of strategists, designers, engineers, and operations specialists, we deliver end-to-end solutions—from initial concept and agile development to ongoing digital operations—enabling clients to experiment, iterate, and scale digital initiatives with confidence and agility. We support clients across domains such as strategy, commerce, marketing, sales, and service, helping them realize their digital ambitions through flexible, scalable teams. Our expertise spans the full digital lifecycle, including customer research, experience design, platform development, content production, and marketing automation. By bridging the gap between strategy and execution, we empower organizations to achieve measurable outcomes and deliver exceptional customer experiences in an ever-evolving digital landscape.

Core Competencies:

• Enterprise Leadership — Leads the function as a strategic business unit
• Strategic Vision — Identifies and acts on long-range opportunities and threats
• Financial Stewardship — Drives sustainable commercial performance
• Executive Influence — Shapes culture, priorities, and outcomes through credibility and trust
• Client Partnership — Develops deep, long-term relationships with strategic clients and partners
  
  

Our purpose

Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India .

Benefits To Help You Thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Requisition code: 358984