Head of Delivery

Key Responsibilities

✅ Service Delivery & Execution

Lead and oversee day-to-day service delivery across client accounts

Ensure all operations meet defined SLAs, quality benchmarks, and contractual obligations

Identify delivery risks and resolve escalations proactively with internal and client stakeholders

✅ People Management & Retention

Manage, coach, and develop delivery managers, team leads, and frontline staff

Drive employee engagement and retention across delivery teams

Monitor team performance, turnover trends, and implement initiatives to improve retention

✅ Hiring & Workforce Planning

Collaborate closely with talent acquisition to meet hiring targets for client delivery

Track and optimize time-to-hire and onboarding speed for scaling teams

Forecast staffing needs based on client pipeline, seasonality, and headcount ramp-ups

✅ Client Satisfaction & Relationship Management

Ensure consistent, high-quality experiences for BPO clients across all touchpoints

Build trust and credibility with client stakeholders through regular updates and performance reviews

Continuously improve delivery processes based on client feedback and operational insights

✅ Operational Excellence & Reporting

Define and monitor key delivery KPIs: employee retention, time-to-hire, SLA adherence, CSAT

Maintain dashboards and reporting systems for internal and client-facing visibility

Identify and drive process improvements for scalability, efficiency, and servicequality

Key KPIs

Employee Retention: Reduce turnover, improve agent tenure and engagement

Speed of Hiring: Decrease time-to-fill for frontline and support roles

Client Satisfaction: Improve CSAT, NPS, and renewal rates across accounts

Operational SLAs: Meet/exceed delivery targets and service-level metrics

What You Bring

Leadership experience in customer success, client services, or operations—preferably within BPO, outsourcing, or high-volume service environments

Demonstrated ability to drive customer satisfaction and employee engagement

Excellent interpersonal and client-facing communication skills

Track record of collaborating cross-functionally with HR, recruiting, customer success, and executive teams

Strong leadership and performance management skills

Experience with hiring coordination, staffing models, and workforce planning

Operational mindset with the ability to build scalable systems and processes

Nice to Have

Experience in BPO delivery or service operations

Familiarity with workforce management tools or BPO delivery platforms

Experience leading global or distributed teams

Comfort with dashboards, SLAs, and data-driven decision making

 Why This Role Matters

As Head of Delivery, you are the heartbeat of client execution. Your leadership

ensures that our people are engaged, our clients are delighted, and our delivery model

scales with excellence. Reporting to the VP of Global Operations, you’ll be a key

driver of sustainable growth, operational excellence, and long-term client success.