Delivery Head - CXM / Customer Service (Domestic BPO/BPS)

Role: Delivery Head - CXM (BPS)

Location: Mumbai (On-site)

Experience: 15+ Years (Min 5 years in a core leadership role)

About the Role:

We are seeking a visionary and high-performing Delivery Head / CXM Leader to head our Domestic Voice division. This role requires an industry veteran with end-to-end ownership of the business unit, including P&L management, strategic growth, digital innovation, and delivery excellence for the Indian domestic market.

Mandatory Requirements:

- Minimum 15 years of experience in BPO / BPS / Call Center environments.

- Proven track record of managing a large span of control (800+ seats / FTEs simultaneously).

- Deep expertise in the Indian Domestic Market (processes, customer dynamics, and local metrics).

- Hands-on experience with P&L management, revenue growth, and commercial profitability.

Key Responsibilities:

1. Strategic Leadership: Define and execute the strategic roadmap for the CXM division. Identify new domestic market opportunities and expand service offerings.

2. P&L & Business Growth: Complete financial ownership to drive revenue growth, manage margins, and meet cost-efficiency targets.

3. Delivery Excellence: Ensure 100% compliance with SLAs and KPIs. Build robust, long-term relationships with key domestic clients.

4. Digital Transformation: Leverage automation, RPA, AI, and analytics tools to modernize customer service processes and optimize delivery.

5. People Management: Lead, mentor, and scale a high-performing team of Operations Managers and Directors. Foster an accountable, high-performance work culture.

Qualifications:

- Graduate / Post Graduate with excellent communication and stakeholder management skills.

- Exposure to modern contact center technologies (Diallers, CRM, WFM, and AI/RPA tools).

Interested candidates can send their resumes to [email removed]