Location: Kolkata / Thane
Experience: 10–15 Years
Band: BPO 4/5
Salary: Up to ₹17 LPA
Work Mode: Not Specified

Role Overview

We are looking for an experienced Delivery Manager to lead and manage Finance & Accounting operations across multiple teams. The candidate will be responsible for managing client relationships, ensuring service delivery excellence, achieving agreed SLAs, driving continuous improvement, and overseeing operational performance.

The role also involves managing large teams, handling P&L responsibilities, ensuring compliance, and maintaining strong relationships with internal and external stakeholders.

Key Responsibilities

1. Customer & Client Management

• Manage client relationships and ensure customer satisfaction.

• Lead client meetings, discussions, and periodic business reviews.

• Monitor and manage client-defined SLAs and internal performance metrics.

• Understand client business requirements and coordinate with multiple stakeholders.

• Drive service improvements based on Root Cause Analysis (RCA), performance trends, and customer feedback.

• Handle client escalations and ensure timely resolution.

2. Delivery & Operations Management

• Monitor daily operational performance and drive productivity improvements.

• Ensure consistent service delivery in line with agreed SLAs.

• Develop and implement strategies for operational excellence and continuous improvement.

• Plan staffing requirements and manage future resource pipelines.

• Establish effective internal and external governance mechanisms.

• Ensure adherence to audit, risk, and compliance requirements.

• Manage project costs, budgets, revenue, gross margins, and P&L for the location.

3. People & Team Management

• Lead and manage a team of up to 400 employees across different operational functions.

• Monitor team performance and conduct performance evaluations.

• Drive employee engagement, motivation, and retention initiatives.

• Mentor and guide team members to improve performance.

• Provide job-enrichment opportunities and support internal career growth.

• Manage team conflicts and promote a collaborative work environment.

4. Infrastructure Management

• Ensure the availability of software and hardware infrastructure for smooth operations.

• Coordinate with technical support teams to resolve infrastructure issues.

• Maintain backup plans to minimise production impact during outages.

• Ensure effective seating and infrastructure utilisation.

• Collaborate with operations support functions to maintain smooth project delivery.

Required Skills

• Finance & Accounting Operations

• Delivery Management

• Client Relationship Management

• Customer Management

• SLA Management

• P&L Management

• Budgeting and Cost Management

• Operational Excellence

• Root Cause Analysis (RCA)

• Process Improvement

• Stakeholder Management

• People and Team Management

• Performance Management

• Escalation Management

• Audit and Compliance

• Business Governance

• Analytical and Decision-Making Skills

• Communication and Presentation Skills

• Conflict Resolution

• Team Leadership and Mentoring

Educational Qualifications

• B.Com / M.Com

• MBA in Finance

• ICWA

• Chartered Accountant (CA)

Experience Requirements

• 10–15 years of relevant experience in Finance & Accounting operations or BPO delivery management.

• Experience managing large teams and multiple operational functions.

• Strong experience in client management, SLA delivery, and business governance.

• Understanding of financial documents, budgets, revenue, costs, and P&L management.

• Ability to drive operational improvements and manage business escalations.

Important Information

• Ex-TCS employees are not eligible to apply.

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