Associate Director Delivery

1. Service Delivery & Operations Management

• Oversee day-to-day delivery of services across multiple programs or locations.

• Ensure SLA/KPI adherence, process compliance, and performance consistency.

• Lead capacity planning, forecasting, and resource optimization for assigned accounts.

2. Client Relationship Management

• Serve as the senior operational contact for client leadership.

• Drive strong governance through regular reviews, insights, and performance updates.

• Build long-term client trust and partnership to support operational stability and account longevity.

3. Sales, Revenue & Base Growth (New Section Added)

• Identify and pursue upsell, cross-sell, and base growth opportunities within existing accounts.

• Collaborate with Sales, Solutions, and Finance teams to prepare proposals, SOWs, and pricing.

• Present operational enhancements and value-added solutions that can drive additional revenue.

• Influence contract extensions and renewals through strong performance and relationship-building.

• Track revenue performance and support achievement of quarterly/annual growth targets.

4. People Leadership

• Manage and mentor Operations Managers, Supervisors, and support teams.

• Implement effective performance management, training, and engagement strategies.

• Drive culture-building initiatives and ensure alignment with organizational values.

5. Quality, Compliance & Risk Management

• Ensure adherence to process controls, compliance standards, and audit requirements.

• Partner with Quality and Training to drive continuous improvement in service delivery.

• Monitor risk indicators and implement mitigation strategies proactively.

6. Continuous Improvement & Transformation

• Champion Lean, Six Sigma, automation, and digital transformation initiatives.

• Identify process gaps and reduce inefficiencies through structured improvement plans.

• Lead pilots, transitions, and adoption of new technologies where applicable.

7. Financial Management

• Support P&L management for assigned accounts through cost control and productivity improvements.

• Track operational budgets, headcount planning, and cost-saving initiatives.

• Drive margin improvement and financial sustainability of accounts.

Required Qualifications & Experience

• Bachelor’s degree required; MBA preferred.

• 10–15+ years in BPO operations with at least 5 years in a senior leadership role.

• Proven success in client management and cross-functional collaboration.

• Experience identifying and driving revenue growth or account mining initiatives.

• Strong understanding of operational metrics, automation, and quality frameworks.

Key Skills & Competencies

• Excellent communication, executive presence, and influencing skills.

• Strong analytical and business acumen, especially relating to revenue and cost drivers.

• Ability to identify growth opportunities and convert them into business wins.

• Expertise in performance management, WFM, and continuous improvement tools.

• Strong stakeholder management and negotiation capabilities.

Performance Indicators

• SLA/KPI performance achievement

• Client satisfaction (CSAT/NPS)

• Revenue growth, base growth, and upsell success

• Operational efficiency metrics (AHT, utilization, shrinkage, etc.)

• Attrition and employee engagement scores

• Cost management and margin improvement

• Delivery of automation/CI initiatives