BPO Operations Leader

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.

Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Position Overview:

The BPO Delivery Head is responsible for the end-to-end leadership of large-scale business process services engagements across multiple clients, geographies, and delivery locations. This role owns operational excellence, client satisfaction, revenue and margin performance, transformation outcomes, and workforce strategy. The individual serves as the senior leader accountable for delivering contractual commitments, driving continuous improvement, enabling automation and AI-led transformation, and building strategic client relationships that support long-term growth.

The role partners closely with Client Partners, Sales, Delivery Excellence, Technology, Transformation, Finance, Human Resources, and Talent Acquisition teams to deliver measurable business outcomes through Mphasis' NextOps operating model, combining operational rigor, digital innovation, and customer-centric delivery.

Responsibilities:

Strategic Delivery Leadership

• Lead and scale large, complex BPO and digital operations engagements across voice, back-office, customer service, claims, fraud, lending, financial services, insurance and business operations functions.
• Establish delivery strategy aligned to client objectives, contractual commitments and business outcomes.
• Provide executive leadership across multiple delivery programs, locations and operational leaders while ensuring consistent governance and operational discipline.
• Act as the senior escalation point for delivery, operational, people and client-related matters.

Client Relationship & Governance Management

• Own executive-level client relationships and serve as the trusted advisor for business and operational stakeholders.
• Lead Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), executive governance forums and strategic planning sessions.
• Drive customer satisfaction, retention, renewals and expansion opportunities through exceptional service delivery.
• Ensure adherence to contractual obligations, service levels, compliance requirements and business performance commitments.

Financial & Commercial Accountability

• Own P&L performance for assigned portfolios, including revenue growth, profitability, productivity, utilization and margin optimization.
• Develop and execute cost optimization strategies through automation, process redesign and workforce management initiatives.
• Support solutioning, pricing reviews, business cases, and commercial discussions for new and expanding engagements.
• Manage forecasting, budgeting, capacity planning, and financial governance.

Transformation, Automation & Innovation

• Drive digital transformation initiatives leveraging automation, AI, analytics, intelligent workflow solutions, Power Platform, RPA, and process optimization methodologies.
• Build a culture of continuous improvement through Lean, Six Sigma, and data-driven decision making.
• Champion operational modernization initiatives that improve customer experience, productivity, quality, and business outcomes.
• Partner with transformation and technology teams to implement innovative solutions that deliver measurable value and productivity gains.

Operational Excellence & Performance Management

• Ensure achievement of all service-level agreements, quality metrics, productivity targets, compliance standards, and client-specific KPIs.
• Lead root cause analysis and corrective action plans for service gaps, escalations, audit findings, and operational risks.
• Establish robust governance and reporting mechanisms to drive transparency, accountability, and continuous improvement.
• Monitor operational performance using metrics such as SLA attainment, quality, customer satisfaction, productivity, utilization, employee engagement, and financial performance.

Transition & Program Leadership

• Lead transitions, onboarding, rebadging programs, business migrations, and service transformation initiatives.
• Ensure successful client onboarding, knowledge transfer, stabilization, and operational readiness.
• Govern transition risks, stakeholder alignment, resource planning, and business continuity requirements.
• Utilize proven delivery methodologies and transition frameworks to ensure seamless execution.

Talent & Organizational Leadership

• Build, develop, and retain high-performing delivery leadership teams.
• Lead succession planning, workforce strategy, organizational effectiveness, and leadership development initiatives.
• Drive employee engagement, culture, diversity, and inclusion initiatives across delivery organizations.
• Partner with Talent Acquisition and Human Resources to support hiring, workforce planning, capability development, and leadership pipeline growth

Requirements:

• Prior experience of managing BPO teams is required.
• 15 years of progressive leadership experience within BPO, BPM, Managed Services, Contact Centers or Digital Operations environments, managing multiple clients supporting customer service.
• Proven experience leading multi-client portfolios, large delivery organizations and senior operational leaders with direct accountability for business outcomes.
• Strong experience within Banking, Financial Services, Insurance, Mortgage, Customer Operations, Claims, Fraud, Lending or other complex operational environments preferred.
• Demonstrated ownership of P&L, budgeting, margin management, revenue growth, workforce optimization, and commercial performance.
• Extensive experience managing executive client stakeholders, governance forums, escalations, contract delivery, and strategic partnerships.
• Bachelor's degree in Business, Engineering, Operations Management, Finance, Technology, or related discipline. MBA or relevant advanced degree preferred.

Equal Employment Opportunity

Mphasis is an equal opportunity/affirmative action employer committed to a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability or genetic information, gender identity or national origin.