Operations Delivery Leader - South & West

Work Location: Mumbai

Reports To: COO / National Head Operations

Function: Operations & Service Delivery Leadership

Role Overview

Key Leadership & Delivery Excellence

• Lead end-to-end delivery for South & West regions across multiple client processes (voice, non-voice, collections, KYC, digital operations).
• Ensure 100% SLA/KPI adherence on client metrics (AHT, CSAT, FTR, TAT, Quality, Attrition, etc.).
• Own regional P&L accountability, including revenue growth, margins, and cost optimization.
  

Client & Stakeholder Management

• Build and manage CXO/Client leadership relationships; act as the regional point of escalation.
• Partner with clients in BFSI, Telecom, E-commerce, and Fintech to identify new opportunities, drive business expansion, and increase wallet share.
• Collaborate with internal teams (HR, WFM, Compliance, and Technology) for seamless delivery.
  

Transformation & Digital Enablement

• Drive automation, AI/ML, and RPA adoption in service delivery.
• Implement process improvement frameworks (Lean, Six Sigma, and COPC).
• Partner with technology teams to introduce AI-driven workforce management, predictive analytics, and chatbots to improve efficiency.
  

People Leadership

• Lead and mentor a workforce of 10002000+ employees across multiple centers in Bangalore, Hyderabad, Chennai, Mysore, Mumbai, Pune, Ahmedabad, etc.
• Build succession pipelines for AM/TL/Manager-level leadership.
• Drive employee engagement and reduce attrition through strong people practices.
  

Compliance & Governance

• Ensure strict adherence to RBI/IRDAI, ISO, PCI-DSS, GDPR, and client-specific compliance requirements.
• Maintain audit readiness across processes and centers.
  

Candidate Profile

Must-Have Experience

• 15+ years of experience in BPO/BPM operations, with at least 8+ years in a regional/national delivery leadership role.
• Proven success in managing large multi-site operations (10002000+ FTEs).
• Exposure to BFSI/Banking clients is mandatory (preferably Collections, Customer Service, KYC/AML, and Back Office Ops).
• Strong track record of P&L ownership and transformation Graduate in any discipline (MBA preferred).
• Certifications in Lean Six Sigma / COPC / PMP desirable.
  

Preferred Skills

• Deep knowledge of BPO delivery frameworks and BFSI process compliance.
• Strong understanding of digital transformation levers (RPA, WFM AI tools, chatbots, and speech/text analytics).
• Excellent stakeholder management, negotiation, and conflict resolution skills.
• Ability to manage multi-site operations across geographies with cultural sensitivity.
  

Key Success Metrics

• SLA Adherence across all client processes.
• Regional P&L and EBITDA growth.
• Attrition %, ESAT/Engagement Scores.
• Successful deployment of automation/digital initiatives.
• Client NPS and account growth.