CEM Delivery Lead – BPO Industry

We’re Hiring: CEM Delivery Lead

Location:

Experience:

Industry:

About the Role

CEM (Customer Experience Management) Delivery Lead

Key Responsibilities

Service Management & Delivery

• Own the

  end-to-end service delivery

  for assigned portfolio
• Monitor SLAs/KPIs, take corrective & preventive actions for breaches or escalations
• Coordinate seamlessly with onsite & offshore teams to ensure service excellence
• Prepare and share performance reports, dashboards, and updates with clients
• Ensure timely resolution of customer issues and requests

People Management

• Lead team performance reviews, goal setting, and appraisals
• Drive onboarding, training, and skill development plans for team members
• Manage staffing forecasts and resource planning
• Mentor, motivate, and develop succession plans for key roles

Process Excellence & Compliance

• Enforce corporate policies, standards, and delivery procedures
• Support continuous improvement initiatives, including

  Digital Transformation

  adoption
• Participate in internal/external audits and ensure timely closure of action points

Client Engagement & Business Growth

• Build and maintain strong client relationships through governance meetings and reviews
• Anticipate and address client needs proactively to achieve

  CSS targets (≥95%)

• Support business development initiatives and customer visits

Must-Have Requirements

Digital Customer Service / Operations

service delivery management

✅ Proven ability to manage large teams in a fast-paced environment

✅ Excellent communication, stakeholder management, and leadership skills

Why Join Us?

• Opportunity to lead

  high-impact customer experience projects

• Work in a collaborative and innovation-driven environment
• Competitive compensation and career growth opportunities