AVP/VP - Contact Centre Operations - Mumbai/Gurugram/Pune
Location: Pune, Gurugram, Mumbai
• Experience: Senior Level
• Openings: 1
Job description
Job Title – AVP/VP –
Contact Centre Operations (BFSI)
Job Location –
Mumbai, Gurgaon, Pune
Work Model – Work from
office
Candidate Expectation
& Responsibilities :
17-25 years of experience in large managed contact centre supporting
international BFSI markets (primarily US, UK & Australia).
Awareness of a blended, digital-first operating model across voice +
chat + email + messaging + portal/self-service,
Must bring deep BFSI and insurance L&A or P&C background is
preferred
Key Responsibilities :
17–24+ years of experience in
Delivery Leadership roles in BFSI Contact Centre operations
The Delivery Head is
responsible for driving strategic execution, operational excellence, and
end-to-end Contact Centre Operations
across multiple programs or lines of business and geographies within the BFSI domain. This role provides strong leadership across people,
processes, financial governance, customer experience, and client engagement to ensure sustainable growth, profitability, and long-term success.
across multiple programs or lines of business and geographies within the BFSI domain. This role provides strong leadership across people,
processes, financial governance, customer experience, and client engagement to ensure sustainable growth, profitability, and long-term success.
Bachelor’s or Master’s degree
(MBA preferred)
Proven record of managing
large teams across geographies
Experience interacting with
senior client leadership
Experience in BFSI Contact
Centre operations
Strategic thinking and
business acumen
Strong leadership and people
development capability
P&L management and
financial governance
Analytical and
problem-solving skills
Excellent communication,
stakeholder management, and negotiation skills
Expertise in delivery
governance, quality, compliance, and transformation
Experience driving
operational excellence, automation, and customer experience initiatives
Ability to manage ambiguity,
change, and cross-cultural teams
Experience in shared
services/BPO/GCC environment preferred
Flexible with Shift
Candidate Industry (BPO / KPO
/ GBS / GCC / GSS / Captive Shared Services)