AM Infoweb
1 month ago
Head of Service Delivery
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Company information
- Company
- AM Infoweb
- Location
- India India
- Posted
- 1 month ago
Job description
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
Required skills
- healthcare
- operational excellence
- life insurance
- operations management
- team leadership
- quality management
- service delivery
- risk management
- process improvement
- client relationship management
- financial management
- bachelor’s degree
- portfolio management
- senior manager
- budgets
- stakeholder management
- revenue management
- profitability
- workforce planning
- resource planning
- cost optimization
- kpi management
- operational costs
- business strategy
- leadership position
- bpm
- process compliance
- bpo
- business planning
- strategic management
- business plans
- international stakeholders
- mitigation strategies
- operational controls
- utilization
- operational governance
- sla management
- sla adherence
- productivity enhancement
- leadership teams
- service delivery management
- global stakeholders
- voice operations
- transition management
- account growth strategies
- infrastructure allocation
- technology rollout
- voice process operations
- bpm client engagements
- hipaa certification
- business strategy & planning
- resource & workforce planning
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