- Location
- Dehradun, Uttarakhand, India
- Job type
- Full-time
About the role
Website:
ileads.co.in
Job details:
Key Responsibilities
- Lead end-to-end operations and delivery across all India centers
- Own transition, stabilization, and steady-state performance of all processes
- Ensure strict adherence to SLAs, KPIs, and contractual commitments
- Drive operational excellence, standardization, and scalable delivery models
- Own productivity, quality, TAT, CSAT, attrition, and shrinkage metrics
- Build dashboards, governance cadence, and early warning systems
- Lead RCA, failure prevention, and business continuity readiness
- Drive Lean, Six Sigma, automation, and process transformation initiatives
- Act as senior escalation owner and lead client governance/QBRs
- Lead Operations and Quality leadership teams across locations
- Own operational P&L, margin improvement & delivery feasibility for new wins
Experience:
- 15+ years of experience in Domestic BPO/BPM operations
- 7+ years in senior leadership (VP/AVP/Delivery Head/COO)
- Managed multi-client, multi-process, multi-location delivery
- Strong experience in process transitions and ramp-ups
- Proven operational turnaround and metric improvement track record
- Excellent client handling and escalation management skills
- Strong understanding of BPO metrics & governance
Click on Apply to know more.
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