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Role: Delivery Head - CXM (BPS) Location: Mumbai (On-site) Experience: 15+ Years (Min 5 years in a core leadership role) About the Role We are seeking a visionary and high-performing Delivery Head / CXM Leader to head our Domestic Voice division. This role requires an industry veteran with end-to-end ownership of the business unit, including P&L management, strategic growth, digital innovation, and delivery excellence for the Indian domestic market. Mandatory Requirements Minimum 15 years of experience in BPO / BPS / Call Center environments. Proven track record of managing a large span of control (800+ seats / FTEs simultaneously). Deep expertise in the Indian Domestic Market (processes, customer dynamics, and local metrics). Hands-on experience with P&L management, revenue growth, and commercial profitability. Key Responsibilities Strategic Leadership: Define and execute the strategic roadmap for the CXM division. Identify new domestic market opportunities and expand service offerings. P&L & Business Growth: Complete financial ownership to drive revenue growth, manage margins, and meet cost-efficiency targets. Delivery Excellence: Ensure 100% compliance with SLAs and KPIs. Build robust, long-term relationships with key domestic clients. Digital Transformation: Leverage automation, RPA, AI, and analytics tools to modernize customer service processes and optimize delivery. People Management: Lead, mentor, and scale a high-performing team of Operations Managers and Directors. Foster an accountable, high-performance work culture. Qualifications Graduate / Post Graduate with excellent communication and stakeholder management skills. Exposure to modern contact center technologies (Diallers, CRM, WFM, and AI/RPA tools). Interested candidates can send their resumes to rajthilak.ramesh@writerinformation.com .
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