Service Delivery Lead

Job Summary

The role is responsible for developing and maintaining strong relationships with the Regional Leaders (Client and HCL stakeholders) within their area of responsibility through a structure of Operations Manager/s, Team Leaders and Hi Performance teams.

Key components of success will include:

• Delivering operational excellence - SLA’s
• Escalation Management (Internal and External) and Customer Satisfaction
• Achievement of operational targets - KPI’s
• Leadership and employee retention - Employee Satisfaction & Motivation
• Strong relationships (internally & externally) with senior leaders- 360degree feedback

Key Responsibilities

• Delivery & Operational Excellence
  • Lead day-to-day operations to consistently achieve SLA, KPI, productivity, quality, customer experience, and business objectives.
  • Own performance management across Customer Care teams.
  • Identify emerging operational risks and implement mitigation plans.
  • Drive Root Cause Analysis (RCA) and sustainable corrective actions for performance gaps.
  • Ensure operational compliance with client, HCLTech, and regulatory requirements.
  • Manage workforce utilization, staffing, schedule adherence, and productivity targets.
• Client Relationship Management
  • Act as the primary client contact for operational matters.
  • Participate in weekly and monthly governance meetings.
  • Provide performance insights, operational updates, and action plans to client stakeholders.
  • Manage escalations and ensure timely resolution of client concerns.
  • Build trust and credibility through proactive communication and service excellence.
• People Leadership
  • Lead Team Leaders, Assistant Managers, and support functions.
  • Drive employee engagement, retention, and onsite culture initiatives.
  • Conduct talent reviews, succession planning, and leadership development discussions.
  • Ensure effective coaching and development plans for future leaders.
  • Maintain high levels of employee satisfaction and organizational engagement.
• Continuous Improvement & Transformation
  • Identify process improvement opportunities across operations.
  • Drive Lean, Six Sigma, automation, and workflow optimization initiatives.
  • Partner with support functions to improve efficiency and customer outcomes.
  • Lead implementation of approved transformation initiatives.
  • Measure and report realized business benefits from improvement programs.
• AI & Digital Enablement
  • Champion adoption of Copilot, AI-assisted tools, and automation solutions.
  • Identify operational use cases for AI and intelligent automation.
  • Promote AI-enabled decision-making and productivity improvement.
  • Support pilot programs and deployment of emerging technologies.

Ensure teams effectively leverage digital tools to improve performance and customer experience

Skill Requirements

• 8-12 years of BPO / Digital Process Operations experience.
• Minimum 3-5 years managing large customer care, shared services, or customer operations teams.
• Demonstrated ownership of SLA, KPI, Quality, Productivity, Cost, CSAT, and People Metrics.
• Experience supporting global clients, especially North American operations.
• Experience leading onsite and hybrid workforce models.
• Exposure to continuous improvement, automation, and process optimization initiatives.

Experience in presenting operational performance directly to client leadership.

Other Requirements

Skillset Needs

• Client Management
  • Executive-level communication.
  • Client relationship management.
  • Governance preparation and facilitation.
  • Escalation management.
  • Business storytelling using operational data.
• Operations Excellence
  • SLA and KPI management.
  • Root Cause Analysis (RCA).
  • Forecasting and workforce planning.
  • Risk management.
  • Change management.
  • Financial and productivity management.
• Leadership
  • Coaching and leadership development.
  • Succession planning.
  • Employee engagement.
  • Performance management.
  • Stakeholder influence.
• Technology & AI
  • Working knowledge of:
  • Generative AI
  • Copilot platforms
  • AI-enabled knowledge management
  • Intelligent workflow automation
  • Process mining
  • Analytics platforms such as Power BI
  • Ability to identify automation opportunities and create business cases for transformation.