Vindhya E-Infomedia - Delivery Head - Indian Operations

About Vindhya E-Infomedia

Vindhya E-Infomedia is a leading domestic BPO organization, combining operational excellence with social impact. We specialize in providing back-office operations, customer service, tele calling, and financial services support while offering employment opportunities to persons with disabilities and individuals from marginalized communities. Our work culture is built on inclusivity, performance, empathy, and operational quality.

Position Overview

The Delivery Head Indian Operations will be responsible for overseeing the seamless delivery of services across Vindhyas domestic business processes. The role demands strong leadership in managing multi-client, multi-process operations, client relations, people management, profitability, and process improvements while ensuring alignment with Vindhyas unique social impact objectives.

Key Responsibilities

Operational Leadership

- Oversee day-to-day operations across all Indian delivery centers.

- Manage multiple business verticals (BPO, customer support, collections, tele-calling, and back-office operations).

- Ensure SLAs, KPIs, and quality benchmarks are consistently met or exceeded.

Client Management & Relationship Building

- Act as the primary escalation point for clients.

- Build and maintain strong, trust-based relationships with clients.

- Drive client reviews, reporting, and business improvement plans.

People Management

- Lead, coach, and mentor Operations Managers, Team Leaders, and support teams.

- Drive a performance culture focused on continuous improvement.

- Ensure a high level of employee engagement, especially given Vindhyas focus on inclusive employment.

P&L Management

- Own delivery budgets, profitability, and cost optimization initiatives.

- Ensure financial targets and operational metrics are achieved.

Process Excellence & Compliance

- Drive process improvement, automation, and innovation initiatives.

- Ensure all processes align with company policies, compliance, and industry regulations.

Stakeholder Collaboration

- Work closely with Heads of HR, Admin, Finance, IT, and Quality to ensure seamless operational support.

- Partner with business development teams on onboarding new clients and scaling existing operations.

Social Impact Alignment

- Ensure operational practices uphold Vindhyas social mission providing meaningful employment opportunities for persons with disabilities and marginalized communities.

Required Skills & Experience

- 12+ years of experience in BPO/ITES, with at least 5 years in a senior delivery leadership role.

- Strong background in managing large domestic BPO operations.

- Proven track record in client relationship management, operational strategy, and financial management.

- Strong leadership, decision-making, and people management skills.

- Familiarity with inclusive employment practices and social impact models is a plus.

Key Competencies

- Strategic Thinking

- Operational Excellence

- Client-Centric Approach

- People Leadership

- Financial Acumen

- Process Improvement

- Empathy & Inclusion-Driven Leadership

Why Join Us?

- Be part of a growing, socially responsible organization.

- Lead operations that create a meaningful social impact.

- Work in a dynamic, inclusive, and purpose-driven environment.

- Opportunity to shape operational strategies and business outcomes.