Company Description
Tech Mahindra is a global leader in technology consulting and digital transformation, serving over 1,100 clients across 90+ countries. With a robust team of over 149,000 professionals, the company delivers end-to-end solutions, including AI, analytics, cloud, IT services, and customer experience design, enabling businesses to achieve transformative results at speed. Recognized for its commitment to sustainability, Tech Mahindra is the first Indian company to receive the Sustainable Markets Initiative's Terra Carta Seal. As part of the Mahindra Group, established in 1945, it remains a trusted partner for innovation and growth. Learn more at www.techmahindra.com.
Job Description:
- Contribute to organizational planning and strategy as a member of the management team.
- Manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs.
- Lead multiple programs or LOBs, including Profit & Loss accountability.
- Act as site POC and oversee business continuity requirements.
- Increase efficiency of support functions through coordinated cross-team improvements.
- Implement and oversee the quality of deliverables; manage team relationships to ensure exceptional performance.
- Establish operational objectives and delegate assignments to subordinate leaders.
- Lead complex client engagements involving the design and implementation of business solutions.
- Perform any tasks required by leadership.
- Serve as the primary operations owner for launching and stabilizing the new account.
- Lead the creation of SOPs, governance structures, reporting models, escalation matrices, and standard workflows.
- Drive client calibration rituals, success metrics definition, and performance governance (daily/weekly/monthly cycles).
- Oversee all pilot readiness components: hiring waves, WFM staffing plans, nesting strategy, TTT, and IT readiness.
- Develop risk mitigation strategies, launch timelines, and cross-functional execution plans.
Job Qualifications:
- Bachelor's degree required.
- 78 years of related experience in operations management.
- Minimum 23 years managing Supervisors, Team Leads, or Associate Managers.
- Experience in Customer Service or similar functions.
- Proven leadership in launching new BPO accounts, transitions, or pilot programs.
- Strong experience in client management, including executive communication and hosting client visits.
- Deep competency in capacity planning, WFM forecasting, and cost modeling needed for a new account.
- Experience in continuous improvement frameworks (Lean Six Sigma preferred).
- Familiarity with HRIS/HCM, payroll, or SaaS support environments (UKG, ADP, Workday, etc.) highly preferred.
- Ability to work with cross-functional teams (Recruitment, Training, Quality, WFM, HR, IT, Facilities) to execute launch objectives.
- Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics.
- Excellent documentation, compliance awareness, and audit-readiness discipline.
- High executive presence
