Chief Operating Officer - Service Delivery (BPO)

Chief Operating Officer (COO) – BPO

Location:

Reporting To:

Industry:

About Us

Radical Minds Technologies Pvt. Ltd.

RMT Engineering Pvt. Ltd.

running and growing Radical Minds Technologies (BPO/Contact Center)

Role Overview

senior-most industry leader

• Own and deliver 

  P&L, margins, and EBITDA

  , ensuring the company is 

  always in the green

  .
• Lead 

  service delivery for 100+ client accounts

  , driving performance, retention, and satisfaction.
• Be directly responsible for 

  transitions

   — working alongside the Chief Sales Officer and Chief Global Growth Officer from Day 1 of onboarding a new client, ensuring a smooth ramp-up and handover into operations.
• Go 

  granular at the ground level

   — working with site heads, process leaders, and operations managers, conducting 

  regular reviews

  , and personally leading 

  MBRs and QBRs with clients

  .
• Prepare and present the 

  Founder’s Dashboard every month

   to the Board, capturing client performance, P&L, risk, and governance.
• Act as a 

  growth-oriented CXO

   — ensuring not only delivery excellence but also 

  farming growth from existing clients

   and 

  leveraging personal connects to bring new clients

   into Radical Minds.

Key Responsibilities

Service Delivery & Governance

• Lead multi-location delivery across 

  Operations, Training, Quality, WFM, MIS, and Billing

  .
• Drive 

  organization-wide P&L, EBITDA, and margins

   with constant green performance.
• Ensure cost-effectiveness: 

  optimize costs while expanding revenue and profit margins

  .
• Govern 

  dashboards, SLAs, CSAT/NPS, and compliance frameworks

  .
• Personally lead 

  MBRs and QBRs

   with clients; not just delegating to one-down reports.

Client Relationship, Farming & Growth

• Manage and grow 

  100+ active BPO client relationships

  , ensuring high retention.
• Ensure farming/upselling opportunities are identified and converted by 

  delivering exceptional client satisfaction

  .
• Farming growth from existing clients will be a critical KRA, and leveraging personal connects to bring new business will be highly valued at the CXO level.
• Support international client acquisition (with CSO/CGGO) by providing 

  delivery credibility

  .
• Work closely with Sales and Transition teams to ensure smooth 

  client onboarding from Day 1

  .

Leadership & Strategic Alignment

• Work in close coordination with 

  Chief Sales Officer, Chief Global Growth Officer, CHRO, CTO, CFO, and fellow CXOs

   to ensure delivery is tightly aligned with growth.
• Mentor and lead senior operations leaders to instill 

  discipline, governance, and accountability

  .
• Be a 

  self-starter

   who can 

  independently run the show

  , going deep into numbers, validating MIS, and ensuring EBITDA/green performance.
• Strong 

  Excel and PPT skills

   to prepare detailed analysis and client-facing presentations independently.

Ideal Candidate Profile

• 25+ years of total experience

  , with 

  20+ years in BPO/ITES service delivery

  .
• Minimum 

  5+ years as COO

   OR 

  7+ years as EVP/President level

   in large-scale BPOs.
• Proven farming and growth track record in domestic BPO relationships with over 50 clients
• Strong expertise in 

  service delivery, governance, P&L ownership, transitions, and client farming

  .
• Deep connects in the 

  domestic BPO ecosystem

   with ability to bring in 

  new business via personal links

  .
• International exposure a plus, but majority of experience must be 

  domestic BPO delivery

  .
• Must be a self-disciplined leader and an early starter, operating full-time from our Gurgaon office (not remote/flexi). Should be willing to stretch hours whenever business needs demand, ensuring clients are satisfied and company performance remains green.
• Gurgaon/Delhi NCR based (or willing to relocate).

What We Offer

• Direct reporting to 

  Co-Founder & Executive Director

  .
• Ownership of 

  India’s largest domestic BPO client base (100+ clients)

  .
• Attractive 

  CXO compensation + performance incentives

  .
• Long-term 

  profit-sharing and equity participation

   opportunity.
• Complete empowerment to 

  run and grow the BPO business independently

  .

If you are a proven BPO leader with a track record in domestic service delivery and growth, we invite you to apply and be part of our long-term value creation journey at Radical Minds via LinkedIn or write directly to: ceodesk@radicalminds.in