Delivery Operations Strategist

6 days ago


Mumbai, Maharashtra, India beBeedelivery Full time ₹ 12,42,500 - ₹ 23,16,000

Job Title: Delivery Operations Strategist

This position oversees the administration of multi-location business process outsourcing (BPO) delivery centers to ensure that clients' service level agreement (SLA) requirements are met.

  • Lead comprehensive delivery for South & West regions across multiple client processes, including voice, non-voice, collections, and digital operations.
  • Maintain 100% SLA/KPI adherence on client metrics such as average handle time (AHT), customer satisfaction (CSAT), first-time resolution (FTR), turnaround time (TAT), quality, and attrition.
  • Own regional profit and loss (P&L) accountability, encompassing revenue growth, margins, and cost optimization.
Key Qualifications:
  • A minimum of 15 years of experience in BPO/BPM operations, with a minimum of 8 years in a regional/national delivery leadership role.
  • Demonstrated success in managing large multi-site operations with over 10,000 full-time employees (FTEs).
  • Familiarity with banking and financial services industry (BFSI) clients is essential, preferably in areas such as collections, customer service, know your customer/know your bank (KYC/AML), and back-office operations.


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