Associate General Manager-Operations- BPO Team
Sopra Steria (company site, opens in a new tab)14–20 yrsNoidaOn-siteDirect career pageEst. 25–40 LPA
Posted on 23 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead end-to-end delivery for UK Delivery Unit covering Safe Dig, Streetworks, Telecom, and related operations ensuring operational excellence and client satisfaction.
- Act as second-in-command to Delivery Head, serving as primary client interface and escalation lead when required, driving strategic initiatives and seamless delivery across service towers.
- Drive P&L performance including cost optimization, productivity, support contract renewals, pricing, underwriting, and digital transformation initiatives involving AI, RPA, and analytics.
Minimum Requirements
- 12+ years in BPS/operations delivery management with experience handling large multi-tower accounts.
- Experience managing large teams (150+ FTEs or equivalent complexity) and established leadership, performance management, and retention skills.
- Strong track record in SLA/KPI governance and operational excellence with commercial and financial acumen managing account financials and pricing models.
- Education: Graduate or above; MBA preferred; Work Experience Required: 14-20 years total experience as per candidate persona.
Ideal Candidate Profile
- Experienced in senior operational leadership roles within BPO/BPS managing complex multi-service accounts, ideally with exposure to UK Utilities, Telecom, and asset-based operations like Safe Dig and Streetworks.
- Strong commercial thinker capable of independently running the account balancing BAU delivery with transformation agendas and thriving in client-facing, high-pressure environments.
- Demonstrated ability to lead large teams, drive cost and margin improvements, manage escalation and stakeholder relationships at Director/VP level, and successfully deliver digital transformations including AI and automation.