Head - Program/Project Management - BPO/KPO/ITeS

We're looking for a seasoned leader with 18-24 years in BPO/KPO/ITES to manage client service delivery, ensure quality, drive process improvements, and mentor teams. If you're a strategic thinker with strong communication skills and project management expertise.

Position: Senior Delivery Operations Leader

Industry: BPO/KPO/ITES

Experience Required : 18-24 years

We are seeking an experienced leader to oversee the effective delivery of services to our clients. In this role, you'll collaborate with clients to understand their business needs, manage complex projects, and ensure quality service delivery that aligns with industry standards. Your ability to resolve challenges, foster client relationships, and lead teams will be crucial to success.

Key Responsibilities :

- Lead the end-to-end delivery of client services, ensuring all project goals are met within budget and timeline.

- Develop a deep understanding of client needs and ensure that service expectations are consistently exceeded.

- Manage project budgets, timelines, and resources, identifying and mitigating risks along the way.

- Uphold high-quality standards in service delivery, continuously looking for opportunities to improve processes.

- Lead cross-functional teams and provide guidance, training, and mentorship to foster professional growth.

- Build and maintain strong relationships with both internal teams and key client stakeholders.

- Stay up to date with industry regulations and ensure compliance across all operational areas.

- Drive the adoption and implementation of new solutions or processes that add value to the business.

Qualifications :

- Bachelor's degree in Business Administration or a related field.

- 18-24 years of experience in BPO/KPO/ITES service delivery, with a proven ability to manage large-scale operations.

- Strong leadership and communication skills with a focus on team development.

- Expertise in managing complex projects and delivering results on time and within budget.

- A track record of driving process improvements and implementing customer-centric solutions.

- Ability to engage with senior stakeholders, foster collaboration, and deliver impactful results.

Key Skills :

- Program & Project Management

- Client Relationship Management

- Team Leadership & Development

- Process Optimization & Continuous Improvement

- Strong Communication & Problem-Solving Abilities