BPS Head

BPS Head — Business Process Services (reporting to Practice Head, Operational Excellence)
Own end-to-end delivery and growth for the BPS practice, running a 1000+ person operation across chat, voice and back-office process services with full accountability for SLA/CSAT, quality, utilization and delivery margin.
Must have personally run BPS operations at that scale — multi-shift, multi-geo, multi-client — with the operational instincts that come from having sat inside the business, not observed it.
Deep business process knowledge is mandatory: process design and re-engineering, SOP governance, workforce management, forecasting and capacity planning, quality frameworks and continuous improvement.
Bring technology-led BPS as the core operating thesis — deflect and automate volume through conversational AI, agent-assist and copilots, intelligent document processing, RPA and workflow orchestration, and analytics-driven performance management.
Reset the commercial model alongside it, moving from FTE-based pricing toward outcome and transaction-based constructs as automation absorbs the work.
Build partnerships and alliances with new-age BPS and AI platform players to accelerate solutions rather than building everything in-house.
Be excellent in front of customers — owning business reviews, transformation roadmaps and escalations, and earning the client's trust as a business partner rather than a vendor.
Support sales and pre-sales on pursuits: solution design, RFP responses, pricing and staffing models, orals and defence sessions, and building the reusable assets and case studies that shorten future sales cycles.
Grow the leadership bench and drive a culture where operations leaders are measured on transformation outcomes, not just headcount managed.

Work arrangement
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