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