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Assistant General Manager (AGM) – Business Process Services – Delivery Lead
Job Location:
Monthly Salary:
Not provided by the employer
Monthly Salary:
Experience Required:
5-10years
Experience Required:
Posted:
1 July 2026 (30+ days ago)
Posted:
Application Deadline:
28 September 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Role Title
Assistant General Manager (AGM) Business Process Services Delivery Lead
Location: Mumbai
Role Purpose
The Business Process Services (BPS) Delivery Lead will be responsible for managing end-to-end delivery operations for multiple client accounts across business process services engagements. The role requires strong operational leadership client management capability process orientation and the ability
to drive large teams while ensuring service excellence SLA adherence profitability and customer satisfaction.
The individual will play a key role in scaling operations improving delivery efficiency strengthening governance and driving continuous improvement initiatives across engagements.
Key Responsibilities
Delivery & Operations Management
Lead end-to-end delivery of Business Process Services engagements across multiple clients and locations.
Ensure achievement of operational KPIs including SLA adherence productivity quality turnaround time and customer satisfaction.
Drive operational rigor through structured governance reviews and performance management mechanisms.
Manage delivery planning resource allocation workforce utilization and capacity management.
Ensure timely issue resolution and proactive risk management across accounts.
Client Relationship Management
Act as the primary delivery escalation point for key clients.
Build strong relationships with client stakeholders and drive high levels of client satisfaction.
Participate in governance reviews business reviews and operational steering meetings.
Identify opportunities for account growth cross-sell and service enhancement.
Team Leadership
Lead and mentor large delivery teams across operations team leads and managers.
Build a high-performance and customer-centric culture within the organization.
Drive employee engagement capability building and succession planning initiatives.
Ensure effective performance management and development planning for teams.
Process Excellence & Transformation
Drive continuous improvement initiatives across delivery operations.
Implement Lean Six Sigma and operational excellence methodologies to improve efficiency and quality.
Identify automation and digitization opportunities to improve scalability and reduce manual effort.
Standardize SOPs controls and operational governance mechanisms.
Financial & Commercial Management
Manage delivery P&L components including productivity margins utilization and cost optimization.
Monitor operational budgets and ensure financial discipline.
Support commercial discussions solutioning and transition planning for new business opportunities.
Compliance & Governance
Ensure adherence to client contractual obligations internal policies compliance standards and audit requirements.
Maintain strong governance frameworks and reporting mechanisms across engagements.
Ensure data confidentiality and process compliance standards are consistently met.
Desired Candidate Profile
Graduate/Postgraduate in Business Commerce Operations or related discipline.
1012 years of experience in operations and delivery management within BPO/BPM shared services or managed services environments.
Proven experience managing large-scale operations and multiple client accounts.
Strong exposure to back-office operations compliance operations finance & accounting operations
Demonstrated capability in managing teams of 100 employees across multiple processes or locations.
Strong client-facing experience with ability to manage senior stakeholder relationships.
Exposure to transition management process improvement and transformation initiatives preferred.
Lean Six Sigma Green Belt/Black Belt certification will be an advantage.
Strong analytical people management and communication skills.
Key Skills
Delivery Management
Business Process Services (BPS)
Operations Management
Client Relationship Management
SLA & KPI Management
Team Leadership
Process Excellence
Lean Six Sigma
Operational Governance
Financial Management
Workforce Planning
Continuous Improvement
Stakeholder Management
Automation & Transformation
Success Metrics
SLA and KPI achievement
Client satisfaction and retention
Productivity and quality improvements
Margin and cost optimization
Employee engagement and retention
Successful delivery transitions and scaling
Operational compliance and governance adherence
Preferred Industry Background
Candidates from the following sectors will be preferred:
BPO / BPM
Shared Services
Managed Services
Finance & Accounting Operations
Compliance Operations
Retail Back-office Operations
Supply Chain Support Services
Required Skills:
Skills Requirement Technical & Strategic Skills Strong expertise in enterprise platforms and systems Hands-on experience with cloud technologies APIs data platforms and security Ability to design scalable high-performance systems with strong governance and compliance Exposure to AI tools and business applications Leadership & Business Skills Proven ability to work with CXO-level leadership Strong capability to align technology strategy with business goals and financial outcomes Excellent decision-making and stakeholder management skills Ability to translate complex technical concepts for non-technical leadership teams
