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Associate General Manager-Operations- BPO Team

India, Noida Employment contract · Job Posted June 28, 2026
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Job Description

Lead end-to-end delivery for UK delivery Unit, ensuring operational excellence, client satisfaction, and strong financial performance. Act as second-in-command to the Delivery Head, providing leadership continuity, driving strategic initiatives, and ensuring seamless delivery across service towers.

Job Responsibility

  • Own delivery across Safe Dig, Streetworks, Telecom, and related operations
  • Act as primary client interface and escalation lead in the absence of Delivery Head
  • Drive P&L performance, productivity, and cost optimization
  • Lead digital transformation initiatives (AI, RPA, analytics)
  • Manage large teams and build leadership capability
  • Support contract renewals, pricing, underwriting, and growth initiatives

Requirements

  • 12+ years in BPS/operations delivery
  • Experience managing large, multi-tower accounts
  • Strong SLA/KPI and governance track record
  • Experience with senior client stakeholders (Director/VP level)
  • Ability to independently lead governance and business reviews
  • Proven escalation management capability
  • Experience managing account financials (cost, margin, productivity)
  • Exposure to commercial models (transaction/outcome-based), pricing, and contracts
  • Managed large teams (150+ FTEs or equivalent complexity)
  • Strong performance management, leadership development, and retention capability
  • Expertise in SLA/KPI frameworks and governance
  • Proven productivity and efficiency improvement experience
  • Ability to step into senior leadership roles
  • Operate independently in high-visibility situations

Nice to have

  • Experience in UK Utilities, Telecom, Infrastructure
  • Exposure to Streetworks / Safe Dig / asset-based operations
  • Experience in AI, RPA, automation, and analytics platforms
  • Involvement in contract renewals, ITTs, pricing models, and growth pipelines
  • Lean / Six Sigma certification
  • Experience in large transitions and transformation programs

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