Delivery Manager (Finance & Accounting)

Role: Delivery Manager
Location: Kolkata / Thane
Experience: 10–15 Years

Educational Qualification

• B.Com / M.Com

• MBA (Finance)

• ICWA

• Chartered Accountant (CA)

Experience

• 10–15 years of experience in Finance & Accounting Operations, Shared Services, or BPO.

• Proven experience in Delivery Management with end-to-end operational ownership.

• Experience managing large teams of up to 400 employees across multiple functions.

• Strong exposure to client management, service delivery, governance, and P&L management.

Key Responsibilities

Customer Management

• Build and maintain strong client relationships through regular governance and review meetings.

• Manage client-defined SLAs, KPIs, and internal operational metrics.

• Understand client business requirements and deliver effective operational solutions.

• Drive customer satisfaction through proactive planning, execution, and service excellence.

• Identify improvement opportunities through Root Cause Analysis (RCA), trend analysis, and customer feedback.

Delivery Management

• Monitor daily operational performance and implement strategies to improve productivity and quality.

• Ensure consistent achievement of SLA, quality, and business targets.

• Manage workforce planning, staffing, and future resource pipeline.

• Establish and maintain strong governance frameworks for internal and client operations.

• Lead periodic business reviews with clients and senior stakeholders.

• Manage project budgets, revenue, cost optimization, gross margins, and P&L.

• Drive audit readiness, compliance, and risk management initiatives.

• Handle business escalations and ensure timely issue resolution.

People Management

• Lead and mentor teams of up to 400 employees across multiple operational functions.

• Conduct performance evaluations, coaching, and career development discussions.

• Drive employee engagement, motivation, retention, and succession planning.

• Create opportunities for learning, development, and internal career progression.

Infrastructure Management

• Ensure uninterrupted software and hardware infrastructure to support business operations.

• Coordinate with technology support teams to minimize downtime and maintain business continuity.

• Ensure effective seat utilization and operational readiness.

• Collaborate with support functions to maintain a stable and compliant operational environment.

Required Skills

• Strong knowledge of Finance & Accounting operations.

• Excellent client and stakeholder management skills.

• Strong leadership and people management capabilities.

• Experience in Delivery Management, Governance, and Service Excellence.

• Strong analytical and problem-solving skills.

• Good understanding of P&L, budgeting, revenue, and cost management.

• Experience in SLA, KPI, and operational performance management.

• Excellent communication, presentation, and negotiation skills.

• Strong conflict resolution and decision-making abilities.

• Ability to mentor teams and manage large-scale operations.

• Strong planning, execution, and organizational skills.

• High level of customer focus and ownership.

• Ability to work in a dynamic environment with changing priorities.

• Willingness to work in rotational shifts, if required.

Preferred Competencies

• Experience in Shared Services or Global Business Services (GBS).

• Exposure to Continuous Improvement, Lean, or Six Sigma methodologies.

• Experience handling large enterprise clients.

Important Notes

• Ex-TCS employees are not eligible to apply.

• PAN Card and Date of Birth (DOB) are mandatory for profile creation.

Mandatory Questionnaire

Please complete the questionnaire before applying.

Questionnaire Link:  https://myglit.com/lateral/cref/46c2bd8b05