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.