Delivery Manager – Financial Services & BPO Operations

Gratitude Inc

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2 days ago

Delivery Manager – Financial Services & BPO Operations

10-15 Year(s)

₹ 1.3 - ₹ 1.42 Lacs p.m

Thane, Kolkata

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Job Description

Key Skills

Customer Management people Management Delivery Management Infrastructure Management

4 candidate(s) have already applied for this Job. Apply now

Delivery Manager – Financial Services & BPO Operations | Up to ₹17 LPA | Kolkata / Thane

Location

Kolkata or Thane (Work from Office)

Experience

10–15 Years

Salary

Up to ₹17 Lakhs Per Annum (Based on experience and qualifications)

Educational Qualification

B.Com / M.Com
MBA (Finance)
CA
CMA / ICWA

Lead Large-Scale Financial Services Delivery Operations

We are looking for an experienced Delivery Manager to lead high-performing financial services operations and drive excellence in client delivery, people leadership, and business performance. This role is ideal for professionals with extensive experience managing large BPO or financial operations teams, client relationships, service delivery, and P&L ownership.

If you have a proven track record in delivery management, operations leadership, financial services, stakeholder management, and continuous process improvement, we invite you to join our growing team.

Key Responsibilities

Customer & Client Management

Build and maintain strong relationships with global clients and key stakeholders.
Serve as the primary escalation point for delivery, operational, and customer issues.
Lead governance meetings, business reviews, and client discussions.
Manage client-defined SLAs, KPIs, and internal performance metrics.
Understand evolving client requirements and proactively deliver business solutions.
Drive service improvements using root cause analysis (RCA), performance trends, and customer feedback.
Ensure exceptional customer satisfaction through proactive communication and service excellence.

Delivery & Operations Management

Lead end-to-end service delivery across multiple business functions.
Monitor daily operational performance and implement improvement initiatives.
Drive operational excellence while consistently meeting quality, productivity, and SLA targets.
Establish robust governance frameworks for internal and external stakeholders.
Manage staffing plans, workforce utilization, capacity planning, and future hiring needs.
Ensure adherence to audit, compliance, and operational risk management requirements.
Lead incident management, issue resolution, and escalation handling.
Own and manage the Profit & Loss (P&L) for the assigned location, including revenue, margins, budgeting, and cost optimization.

People Leadership

Lead and inspire teams of up to 400 employees across multiple functions.
Coach, mentor, and develop managers, team leaders, and individual contributors.
Drive employee engagement, performance management, succession planning, and retention initiatives.
Conduct performance reviews and create development plans to build future leaders.
Foster a culture of accountability, collaboration, innovation, and continuous improvement.
Identify and create career growth and internal mobility opportunities for employees.

Infrastructure & Business Continuity

Ensure technology infrastructure, systems, and operational resources support uninterrupted business operations.
Partner with IT and support teams to resolve infrastructure issues and minimize downtime.
Monitor seat utilization and optimize operational capacity.
Collaborate with cross-functional support teams to ensure smooth project execution and business continuity.

Required Qualifications

Bachelor's or Master's degree in:
- Commerce (B.Com / M.Com)
- MBA (Finance)
- Chartered Accountant (CA)
- CMA / ICWA
10–15 years of experience in BPO Operations, Financial Services, Shared Services, or Global Delivery.
Proven experience managing large operational teams of 200–400 employees.
Strong experience in:
- Delivery Management
- Client Relationship Management
- Stakeholder Management
- Service Delivery
- Operations Management
- Workforce Planning
- Escalation Management
- P&L Management
Experience driving operational KPIs, SLAs, quality, productivity, and customer satisfaction.
Strong understanding of audits, compliance, governance, and risk management.

Preferred Skills

Delivery Management
Operations Leadership
Financial Services Operations
Shared Services
Global Delivery
Client Success Management
P&L Ownership
Workforce Planning
Business Transformation
Process Improvement
Change Management
Continuous Improvement
Performance Management
Stakeholder Management
Risk & Compliance
Resource Planning

Key Competencies

Strong customer-first mindset with a focus on service excellence.
Outstanding leadership, coaching, and team development skills.
Excellent analytical and problem-solving abilities.
Strong business acumen and decision-making capability.
Excellent communication, presentation, and negotiation skills.
Ability to build relationships across multiple stakeholder groups.
Strong execution skills with the ability to manage multiple priorities simultaneously.
Comfortable working in a fast-paced, deadline-driven environment.
Flexible to work across business shifts as required.

Why Join Us?

Competitive salary package of up to ₹17 LPA
Lead large-scale, high-impact delivery operations
Opportunity to manage global clients and enterprise-level programs
Exposure to strategic business transformation initiatives
Career advancement in a growing organization
Collaborative and performance-driven work environment

Important Notes

Applicants must be willing to work from Kolkata or Thane.
PAN Card and Date of Birth (DOB) are mandatory for profile creation.

Apply Today!

If you have experience as a Delivery Manager, Operations Manager, Service Delivery Manager, Program Manager, Client Services Manager, Financial Services Operations Manager, BPO Operations Manager, Shared Services Manager, or Global Delivery Manager, we encourage you to apply and take the next step in your leadership career.

Role

Customer Delivery Manager

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Ozidi Odunze

Recruiter - Gratitude Inc

NA, nigeria

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