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AKMV Consultants

Assistant General Manager (AGM) – Business Process Services – Delivery Lead

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Role Title<\/span><\/span><\/span> <\/span><\/span><\/span>
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Assistant General Manager (AGM) \u2013 Business Process Services \u2013 Delivery Lead<\/span><\/span><\/span> <\/span><\/span><\/span>
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Location: <\/span><\/span><\/span>Mumbai<\/span><\/span><\/span> <\/span><\/span><\/span>

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Role Purpose<\/b><\/span><\/span>
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The Business Process Services (BPS) Delivery Lead will be responsible for managing end\-to\-end delivery operations for multiple client accounts across business process services engagements. The role requires strong operational leadership, client management capability, process orientation, and the ability
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to drive large teams while ensuring service excellence, SLA adherence, profitability, and customer satisfaction.
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The individual will play a key role in scaling operations, improving delivery efficiency, strengthening governance, and driving continuous improvement initiatives across engagements.
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Key Responsibilities<\/b><\/span>
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Delivery & Operations Management<\/b><\/span>
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∙Lead end\-to\-end delivery of Business Process Services engagements across multiple clients and locations.
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∙Ensure achievement of operational KPIs including SLA adherence, productivity, quality, turnaround time, and customer satisfaction.
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∙Drive operational rigor through structured governance, reviews, and performance management mechanisms.
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∙Manage delivery planning, resource allocation, workforce utilization, and capacity management.
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∙Ensure timely issue resolution and proactive risk management across accounts. <\/span><\/span>
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Client Relationship Management<\/b><\/span>
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∙Act as the primary delivery escalation point for key clients. <\/span>
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∙Build strong relationships with client stakeholders and drive high levels of client satisfaction. <\/span>
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∙Participate in governance reviews, business reviews, and operational steering meetings. <\/span>
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∙Identify opportunities for account growth, cross\-sell, and service enhancement. <\/span><\/span>
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Team Leadership<\/b><\/span>
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∙Lead and mentor large delivery teams across operations, team leads, and managers. <\/span>
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∙Build a high\-performance and customer\-centric culture within the organization. <\/span>
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∙Drive employee engagement, capability building, and succession planning initiatives. <\/span>
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∙Ensure effective performance management and development planning for teams.<\/span><\/span>
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Process Excellence & Transformation<\/b><\/span>
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∙Drive continuous improvement initiatives across delivery operations. <\/span>
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∙Implement Lean Six Sigma and operational excellence methodologies to improve efficiency and quality.
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∙Identify automation and digitization opportunities to improve scalability and reduce manual effort.
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∙Standardize SOPs, controls, and operational governance mechanisms. <\/span>
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Financial & Commercial Management<\/b><\/span>
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∙Manage delivery P&L components including productivity, margins, utilization, and cost optimization.
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∙Monitor operational budgets and ensure financial discipline. <\/span>
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∙Support commercial discussions, solutioning, and transition planning for new business opportunities. <\/span><\/span>
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Compliance & Governance<\/b><\/span>
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∙Ensure adherence to client contractual obligations, internal policies, compliance standards, and audit requirements.
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∙Maintain strong governance frameworks and reporting mechanisms across engagements. <\/span>
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∙Ensure data confidentiality and process compliance standards are consistently met. <\/span>
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Desired Candidate Profile<\/b><\/span>
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∙Graduate/Postgraduate in Business, Commerce, Operations, or related discipline. <\/span>
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∙10\u201312 years of experience in operations and delivery management within BPO/BPM, shared services, or managed services environments.
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∙Proven experience managing large\-scale operations and multiple client accounts. <\/span>
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∙Strong exposure to back\-office operations, compliance operations, finance & accounting operations
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∙Demonstrated capability in managing teams of 100+ employees across multiple processes or locations.
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∙Strong client\-facing experience with ability to manage senior stakeholder relationships. <\/span>
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∙Exposure to transition management, process improvement, and transformation initiatives preferred.
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∙Lean Six Sigma Green Belt/Black Belt certification will be an advantage. <\/span>
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∙Strong analytical, people management, and communication skills. <\/span>
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Key Skills<\/b><\/span>
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∙Delivery Management <\/span>
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∙Business Process Services (BPS) <\/span>
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∙Operations Management <\/span>
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∙Client Relationship Management <\/span>
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∙SLA & KPI Management <\/span>
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∙Team Leadership <\/span>
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∙Process Excellence <\/span>
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∙Lean Six Sigma <\/span>
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∙Operational Governance <\/span>
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∙Financial Management <\/span>
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∙Workforce Planning <\/span>
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∙Continuous Improvement <\/span>
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∙Stakeholder Management <\/span>
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∙Automation & Transformation <\/span>
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Success Metrics<\/b><\/span>
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∙SLA and KPI achievement <\/span>
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∙Client satisfaction and retention <\/span>
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∙Productivity and quality improvements <\/span>
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∙Margin and cost optimization <\/span>
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∙Employee engagement and retention <\/span>
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∙Successful delivery transitions and scaling <\/span>
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∙Operational compliance and governance adherence <\/span>
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Preferred Industry Background<\/b><\/span>
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Candidates from the following sectors will be preferred:<\/span>
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∙BPO / BPM <\/span>
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∙Shared Services <\/span>
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∙Managed Services <\/span>
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∙Finance & Accounting Operations <\/span>
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∙Compliance Operations <\/span>
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∙Retail Back\-office Operations <\/span>
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Supply Chain Support Services<\/span><\/span>
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