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Tier-1 brand plus metro visibility and generalist senior delivery profile create moderate competition.
Skills transferable across industries but require BPMS/managed-services delivery experience.
Explicit 16–25 years and mandatory managed-services delivery experience make filters strict.
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End-to-end accountability for service delivery excellence in a large, complex, multi-channel customer service environment supporting B2B and B2C operations for a global energy sector client.
Lead multiple managers and associate managers overseeing SLA, KPI, quality, productivity, customer satisfaction, financial discipline, risk management, and transformation execution.
Act as primary client operations partner managing governance forums, escalations, financials, capacity planning, performance reporting, continuous improvement, and contribute to account strategy and growth.
16 to 25 years of work experience in large-scale customer operations delivery in BPMS/managed services environments.
Any Graduation degree required.
Proven experience managing client relationships, managing escalation, and executive communication in English.
Flexibility to operate in a high-accountability, client-facing leadership role with availability for executive escalations and global delivery support outside core hours.
Experienced leader with a strong understanding of service governance, operational performance, and financial levers in customer service delivery.
Skilled in managing complex multi-team, multi-region delivery environments with focus on stability, compliance, and value realization.
Capable of driving transformational change, continuous improvement, and collaborating on account growth and client value creation at senior leadership levels.