Associate General Manager-Operations- BPO Team

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.

Key Responsibilities

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

Candidate Profile Must-Have Requirements

1. Delivery Leadership

1. 12+ years in BPS/operations delivery
2. Experience managing large, multi-tower accounts
3. Strong SLA/KPI and governance track record

2. Client & Stakeholder Management

1. Experience with senior client stakeholders (Director/VP level)
2. Ability to independently lead governance and business reviews
3. Proven escalation management capability

3. Commercial & Financial Acumen

1. Experience managing account financials (cost, margin, productivity)
2. Exposure to commercial models (transaction/outcome-based), pricing, and contracts

4. Team Leadership

1. Managed large teams (150+ FTEs or equivalent complexity)
2. Strong performance management, leadership development, and retention capability

5. Operational Excellence

1. Expertise in SLA/KPI frameworks and governance
2. Proven productivity and efficiency improvement experience

6. Deputy Leadership Capability

1. Ability to step into senior leadership roles
2. Operate independently in high-visibility situations

Good-to-Have

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

Key Success Indicators

1. Consistent SLA/KPI achievement
2. Margin improvement and cost optimization
3. High client satisfaction and retention
4. Successful delivery of transformation initiatives
5. Ability to independently manage the account when required

Ideal Candidate Persona

1. “Mini Delivery Head” mindset
2. Strong operator with commercial acumen
3. Capable of independently running the account
4. Confident in client-facing, high-pressure environments
5. Able to balance BAU delivery and transformation agenda

Total over all Experience Expected: 14-20 years