Associate General Manager-Operations- BPO Team

Responsibilities

• 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
• Candidate Profile Must-Have Requirements
• Delivery Leadership
• 12+ years in BPS/operations delivery
• Experience managing large, multi-tower accounts
• Strong SLA/KPI and governance track record
• Client & Stakeholder Management
• Experience with senior client stakeholders (Director/VP level)
• Ability to independently lead governance and business reviews
• Proven escalation management capability
• Commercial & Financial Acumen
• Experience managing account financials (cost, margin, productivity)
• Exposure to commercial models (transaction/outcome-based), pricing, and contracts
• Team Leadership
• Managed large teams (150+ FTEs or equivalent complexity)
• Strong performance management, leadership development, and retention capability
• Operational Excellence
• Expertise in SLA/KPI frameworks and governance
• Proven productivity and efficiency improvement experience
• Deputy Leadership Capability
• Ability to step into senior leadership roles
• Operate independently in high-visibility situations
• Good-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
• Key Success Indicators
• Consistent SLA/KPI achievement
• Margin improvement and cost optimization
• High client satisfaction and retention
• Successful delivery of transformation initiatives
• Ability to independently manage the account when required
• Ideal Candidate Persona
• "Mini Delivery Head" mindset
• Strong operator with commercial acumen
• Capable of independently running the account
• Confident in client-facing, high-pressure environments
• Able to balance BAU delivery and transformation agenda
• Total over all Experience Expected: 14-20 years
• Graduate or above
• Preferred MBA
• Strong operator + commercial thinker
• Can run the account independently when needed
• Comfortable with client-facing, high-pressure environments
• Able to balance BAU delivery + transformation agenda
• At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.
• All of our positions are open to people with disabilities.

Additional Information

Role Purpose 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.

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