Operations3openings

SERVICE DELIVERY HEAD

Pune, IndiaFull-TimeOn-siteOperations

Role overview

Own end-to-end service delivery across multiple voice-based BPO operations — operational excellence, client satisfaction, revenue growth and SLA compliance. The role calls for strong leadership, deep domain expertise in Healthcare or Life Insurance BPM operations, and extensive experience managing global client relationships.

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 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

What you get at AMI

CAREER PROGRESSION

We recognize the potential in our employees and assist them reach the position that they deserve.

IN-HOUSE TRAINING

We conduct in-house training that can help our employees improve their skills while they work.

JOB SATISFACTION

The well-being of our employees is our priority and we do our best to make sure that they are satisfied with their work.

Incentives

We recognize the work of our employees and have great incentives for those employees who top every month.

JOB SATISFACTION

PERSONAL GROWTH

LEARNING AND UP-SKILLING

WORKFORCE WELLNESS

LONG TERM ASSOCIATION