Regional Delivery Executive

4 days ago

Navi Mumbai, Maharashtra, India beBeeOperations Full time ₹ 1,91,36,237 - ₹ 2,41,73,991
Regional Operations Leadership Position

We are seeking a seasoned leader to head delivery across multiple regions.

Main Responsibilities
  1. Lead end-to-end delivery for South & West regions, ensuring seamless client processes (voice, non-voice, collections, KYC, digital operations).
  2. Ensure 100% adherence to SLA/KPI metrics on client metrics (AHT, CSAT, FTR, TAT, Quality, Attrition, etc.).
  3. Own regional P&L accountability, including revenue growth, margins, and cost optimization.
Client and Stakeholder Engagement
  1. Build relationships with CXO/Client leaders; act as the regional point of escalation.
  2. Partner with clients in BFSI, Telecom, E-commerce, and Fintech to identify new opportunities and drive business expansion.
  3. Collaborate with internal teams for efficient delivery.
Digital Transformation and Enablement
  1. Drive automation, AI/ML, and RPA adoption in service delivery.
  2. Implement process improvement frameworks (Lean, Six Sigma, COPC).
  3. Partner with technology teams to introduce AI-driven workforce management and predictive analytics.
People Leadership and Development
  1. Lead and mentor a large workforce of employees across multiple centers.
  2. Build succession pipelines for leadership positions.
  3. Drive employee engagement and reduce attrition through strong people practices.
Compliance and Governance
  1. Ensure strict adherence to RBI/IRDAI, ISO, PCI-DSS, GDPR, and client-specific compliance requirements.
  2. Maintain audit readiness across processes and centers.
Requirements
  • 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.
  • Exposure to BFSI/Banking clients is mandatory.
Preferred Skills
  • Deep knowledge of BPO delivery frameworks and BFSI process compliance.
  • Strong understanding of digital transformation levers.
  • Excellent stakeholder management, negotiation, and conflict resolution skills.
  • Ability to manage multi-site operations across geographies.
Key Success Metrics
  • SLA Adherence.
  • Regional P&L and EBITDA growth.
  • Attrition %, ESAT/Engagement Scores.
  • Successful deployment of automation/digital initiatives.
  • Client NPS and account growth.
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