Delivery Head - Travel/Transport/Logistics & Hospitality Domain - BPO

The Delivery Head - BPO is responsible for overseeing and managing the day-to-day operations of various business processes within the organization. He will play a key role in managing teams, optimizing processes, and implementing strategies to drive productivity and achieve business objectives. He will play a crucial role in driving the growth and success by implementing best practices, fostering a culture of excellence, and exceeding client expectations. An out-of-the-box thinker committed towards the growth of people within the organization.

Key Responsibilities:

Leadership and Team Management:

1. Provide leadership, direction, and guidance to a team of Operations, facilities, Client management.

2. Foster a culture of collaboration, innovation, and continuous improvement within the operations team.

3. Develop and mentor team members to enhance their skills and capabilities.

Operational Excellence:

1. Develop and implement strategies to optimize operational processes and improve efficiency.

2. Monitor and analyze key performance metrics to identify areas for improvement and implement corrective actions as needed.

3. Ensure compliance with client service level agreements (SLAs) and contractual obligations.

4. Drive initiatives to enhance quality, productivity, and cost-effectiveness across all operational functions.

5. Regularly monitor key performance indicators (KPIs) and metrics to track progress and make data-driven decisions.

Client Relationship Management:

1. Serve as the primary point of contact for clients regarding operational issues, escalations, and service delivery.

2. Build and maintain strong relationships with clients through regular communication, meetings, and performance reviews.

3. Collaborate with clients to understand their business needs and requirements, and proactively identify opportunities for service enhancement and expansion.

Risk Management and Compliance:

1. Implement and enforce operational policies, procedures, and best practices to mitigate risks and ensure compliance with regulatory requirements.

2. Conduct regular audits and assessments to identify compliance gaps and areas of operational risk.

3. Work closely with internal stakeholders, such as legal, compliance, and risk management teams, to address issues and implement solutions.

Quality Assurance & Data:

1. Drive continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight

2. Conduct regular quality audits to assess service delivery and identify areas for enhancement.

Resource Planning and Allocation:

1. Optimize resource allocation based on workload forecasts, client requirements, and staffing availability.

2. Participate in hiring and provide capacity planning/hiring feedback and forecasting Coordinate with HR to recruit, onboard, and train new team members as needed.

3. Maintain appropriate staffing levels to meet operational demands while controlling costs.

Strategic Planning and Execution:

1. Contribute to the development of the overall business strategy and objectives.

2. Develop and execute operational plans aligned with the organization's strategic goals and objectives.

3. Monitor industry trends and market dynamics to identify opportunities for business growth and expansion.

Qualifications and Experience:

1. Bachelor's degree in business administration, management, or a related field. MBA preferred.

2. Proven experience 15-22 years in a senior leadership role within the BPO industry, with a focus on operations management.

3. Strong understanding of BPO processes, technologies, and best practices.

4. Excellent leadership, communication, and interpersonal skills.

5. Demonstrated ability to drive operational excellence, manage client relationships, and deliver results in a fast-paced environment.

6. Knowledge of regulatory requirements and compliance standards relevant to the BPO industry.