Role Title

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

Location: Mumbai

Role Purpose

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

to drive large teams while ensuring service excellence, SLA adherence, profitability, and customer satisfaction.

The individual will play a key role in scaling operations, improving delivery efficiency, strengthening governance, and driving continuous improvement initiatives across engagements.

Key Responsibilities

Delivery & Operations Management

∙Lead end-to-end delivery of Business Process Services engagements across multiple clients and locations.

∙Ensure achievement of operational KPIs including SLA adherence, productivity, quality, turnaround time, and customer satisfaction.

∙Drive operational rigor through structured governance, reviews, and performance management mechanisms.

∙Manage delivery planning, resource allocation, workforce utilization, and capacity management.

∙Ensure timely issue resolution and proactive risk management across accounts.

Client Relationship Management

∙Act as the primary delivery escalation point for key clients.

∙Build strong relationships with client stakeholders and drive high levels of client satisfaction.

∙Participate in governance reviews, business reviews, and operational steering meetings.

∙Identify opportunities for account growth, cross-sell, and service enhancement.

Team Leadership

∙Lead and mentor large delivery teams across operations, team leads, and managers.

∙Build a high-performance and customer-centric culture within the organization.

∙Drive employee engagement, capability building, and succession planning initiatives.

∙Ensure effective performance management and development planning for teams.

Process Excellence & Transformation

∙Drive continuous improvement initiatives across delivery operations.

∙Implement Lean Six Sigma and operational excellence methodologies to improve efficiency and quality.

∙Identify automation and digitization opportunities to improve scalability and reduce manual effort.

∙Standardize SOPs, controls, and operational governance mechanisms.

Financial & Commercial Management

∙Manage delivery P&L components including productivity, margins, utilization, and cost optimization.

∙Monitor operational budgets and ensure financial discipline.

∙Support commercial discussions, solutioning, and transition planning for new business opportunities.

Compliance & Governance

∙Ensure adherence to client contractual obligations, internal policies, compliance standards, and audit requirements.

∙Maintain strong governance frameworks and reporting mechanisms across engagements.

∙Ensure data confidentiality and process compliance standards are consistently met.

Desired Candidate Profile

∙Graduate/Postgraduate in Business, Commerce, Operations, or related discipline.

∙10–12 years of experience in operations and delivery management within BPO/BPM, shared services, or managed services environments.

∙Proven experience managing large-scale operations and multiple client accounts.

∙Strong exposure to back-office operations, compliance operations, finance & accounting operations

∙Demonstrated capability in managing teams of 100+ employees across multiple processes or locations.

∙Strong client-facing experience with ability to manage senior stakeholder relationships.

∙Exposure to transition management, process improvement, and transformation initiatives preferred.

∙Lean Six Sigma Green Belt/Black Belt certification will be an advantage.

∙Strong analytical, people management, and communication skills.

Key Skills

∙Delivery Management

∙Business Process Services (BPS)

∙Operations Management

∙Client Relationship Management

∙SLA & KPI Management

∙Team Leadership

∙Process Excellence

∙Lean Six Sigma

∙Operational Governance

∙Financial Management

∙Workforce Planning

∙Continuous Improvement

∙Stakeholder Management

∙Automation & Transformation

Success Metrics

∙SLA and KPI achievement

∙Client satisfaction and retention

∙Productivity and quality improvements

∙Margin and cost optimization

∙Employee engagement and retention

∙Successful delivery transitions and scaling

∙Operational compliance and governance adherence

Preferred Industry Background

Candidates from the following sectors will be preferred:

∙BPO / BPM

∙Shared Services

∙Managed Services

∙Finance & Accounting Operations

∙Compliance Operations

∙Retail Back-office Operations

Supply Chain Support Services

Assistant General Manager - Delivery Lead (FMCG/ Retail)

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