Role Purpose
The Delivery Head – Mortgage, Insurance & Banking is responsible for end-to-end service delivery for BPO operations, ensuring SLA adherence, regulatory compliance, operational excellence, client satisfaction, and financial performance (P&L). The role leads multi-process teams across mortgage origination, servicing, insurance operations, and customer lifecycle management.
Key Responsibilities
1. Delivery & Operations Management
- Own end-to-end delivery for BFSI processes (Mortgage, Insurance, Banking & Financial Services)
- Ensure consistent achievement of SLAs, KPIs, quality, productivity, and turnaround times across all accounts.
- Drive operational stability, risk controls, and execution excellence across multiple clients and geographies.
- Manage large, multi-layered teams including Delivery Managers, Operations Managers, QA, Training, and Support functions.
2. Client Management & Governance
- Act as the senior escalation point for all client-related matters.
- Lead client governance forums, QBRs, and monthly/quarterly performance reviews.
- Support new client onboarding, transitions, and expansion of scope.
- Partner with Sales/Pre-sales teams for RFIs, RFPs, solution design, and due diligence.
3. Financial & P&L Ownership
- Own P&L for BFSI accounts, including revenue, cost management, margin improvement, and forecasting.
- Drive optimal workforce planning, shrinkage management, and cost controls.
- Ensure delivery is aligned to contracted scope of work and commercial terms.
4. Compliance, Risk & Audit
- Ensure compliance with regulatory and client requirements (e.g., US Mortgage regulations, Insurance controls, SOC, data privacy, InfoSec).
- Lead internal and external audits; ensure corrective and preventive actions.
- Maintain audit readiness and documentation standards across processes.
5. Process Excellence & Transformation
- Drive continuous improvement initiatives, Lean/Six Sigma, automation, and digital transformation.
- Identify opportunities for process re-engineering, productivity uplift, and quality enhancement.
- Partner with Technology, Analytics, and Digital teams to improve delivery outcomes.
6. People Leadership & Capability Building
- Build, mentor, and retain a high-performing leadership team.
- Drive talent development, succession planning, and leadership readiness.
- Oversee performance management, engagement, retention, and capability development across teams.
Key Stakeholders
- External Clients (Mortgage Insurance, Banking & Financial Services)
- Sales & Pre-sales
- Transition & Knowledge Management
- Risk & Compliance
- HR, Finance, Workforce Management, IT
Required Qualifications & Experience
- Experience:
- 15–20+ years overall experience in BPO, BFSI experience is preferred but not required
- 8–10+ years in senior delivery leadership roles managing large teams and multiple clients.
- Proven experience in P&L management, client governance, and large-scale delivery.
Key Skills & Competencies
- Delivery governance and SLA management
- Client relationship and executive stakeholder management
- P&L, cost optimization, and forecasting
- Risk, compliance, and audit management
- People leadership and change management
- Continuous improvement and transformation mindset
Success Measures
- SLA and quality adherence
- Client satisfaction and account growth
- Margin improvement and cost efficiency
- Audit outcomes and compliance scores
- Leadership bench strength and attrition control
