Delivery Manager

Gratitude Inc

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3 weeks ago

Delivery Manager

8-15 Year(s)

₹ 130 - ₹ 140 Thousand p.m

Kolkata

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Job Description

Key Skills

Change management Stakeholder Management Client Relationship HR operations Talent Strategy

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Role: Delivery Manager

Location: Kolkata
Experience: 8 to 15 Years
Band: BPO 5
Salary: 16–17 LPA
Shift Timing: 5:00 AM to 3:00 PM IST (Candidates should be comfortable with Night Shifts and 24x7 Rotational Support)

About the Role

We are looking for an experienced Delivery Manager to lead large-scale HR Operations and Business Process Services (BPS) delivery engagements. The ideal candidate will have strong expertise in client relationship management, service delivery, digital transformation, stakeholder engagement, and HR domain operations.

Key Responsibilities

Manage client relationships, including engagement with CFOs and senior stakeholders.
Lead large teams across multiple locations globally, managing spans of more than 500 FTEs.
Drive digital transformation initiatives across client portfolios.
Manage service delivery, SLA adherence, and customer satisfaction.
Ensure consistent service quality through effective governance and change management.
Prepare and review metrics, reports, and program communication plans.
Conduct project and program reviews covering scope, timelines, deliverables, and costs.
Ensure compliance with Quality Management Systems and delivery excellence standards.
Participate in finance and technology roadmap discussions with customers.
Drive automation and transformation programs across HR operations.
Coordinate effectively between onsite, offshore, and customer teams.
Support transition management and transformation project delivery.
Deliver measurable business improvements through process optimization and innovation.

Required Skills & Experience

Strong experience in Client Relationship Management.
Proven experience managing large global teams and complex delivery operations.
Experience in HR Operations across the Hire-to-Retire lifecycle, including:
- Talent Acquisition
- Employee Services
- Payroll
- Compensation & Benefits
- Performance Management
- Learning & Development
Knowledge of HR technology platforms such as Workday, SAP SuccessFactors, ServiceNow, and Oracle.
Experience with ERP systems, eSourcing/Procurement tools, and digital technologies.
Expertise in talent strategy, workforce planning, governance, change management, and process optimization.
Experience working in large matrix organizations.
Strong project management and stakeholder management skills.

Preferred Qualifications

Graduate or Postgraduate in Management Studies (Specialization in Human Resources preferred).
Experience in due diligence, solution design, feasibility assessments, and client visits.
Experience in cost estimation and pricing for outsourcing/offshoring engagements.
Prior experience in delivery management, transitions, and solution design within BPS environments.

Important Notes

Ex-TCS employees are not eligible to apply.
PAN Card and Date of Birth (DOB) are mandatory for profile creation.

Mandatory Questionnaire

Before your application can be considered, please complete the questionnaire using the link below:

Questionnaire Link: https://myglit.com/lateral/cref/3096fa8153

Note: Filling out the questionnaire is mandatory. Profiles without a completed questionnaire will not be considered for further processing.

Role

Customer Delivery Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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